Contact Centre Traineeship at SACAA
DEADLINE: 11 April 2025
OVERALL PURPOSE OF THE JOB
To provide an end-to-end customer service to the SACAA clients.
To improve the customer experience and customer satisfaction index.
Customer Service
Provide front line support – walk-in centre, contact centre and written correspondence.
Provide customer services in line with the SACAA policies and procedures of the Client Relationship Management section
Track all customer queries in the approved CRM system until queries are closed.
Professionally respond to requests from both external and internal customers
Evaluate customer satisfaction through approved tools and systems.
Project and maintain a satisfactory image when dealing with clients.
Ensure that all customer queries and complaints are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
Send customer survey after every interaction
Administration
Prepare documents
Collate information for reporting
Package documentation required for meetings and other departmental engagements
Circulate required information and documentation throughout the department and keep accurate record thereof
Receive and relay documentation and information to applicable recipients in the department
Develop and maintain a proper filing system to ensure accurate retrieval of information as and when required
Screen, classify and record documents for easy access and tracking
Coordinate functions and meetings for the department
Ensure all documents are properly filed
Any ad hoc duties as required from time to time
Track all customer enquiries in the approved systems until queries are resolved.
Ensure that all customer queries are addressed as per agreed Service Level Agreement (SLA).
Liaison with clients to identify any information and service requirements – Provide first line information.
- Professionally respond to requests from both external and internal customers.
- Keep accurate records of discussions or correspondence with customers
- Communicate and coordinate with internal departments
- Analyze statistics or other data as required by management
Quality Control
- Adhere to the approved quality assurance measurements.
- Adhere to the approved SLA’s
Requirements
EDUCATION
MINIMUM QUALIFICATION
- Grade 12
- National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.
IDEAL QUALIFICATION
Bachelor’s degree in marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.
EXPERIENCE
- 1 year experience in Call Centre or Client Services