SACAA Contact Centre Trainee 2024 / 2025
Location: Midrand, South Africa
SACAA Contact Centre Trainee
The South African Civil Aviation Authority (SACAA) has an exciting opportunity in the Corporate Services Division. We are looking for a talented individual with the relevant skills and experience who will work as a Contact Centre Trainee to o provide an end-to-end customer service to the SACAA clients and to improve the customer experience and customer satisfaction index.
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.
Contact Centre
- Answer phones to respond to all inquiries made by SACAA clients. Must be able to handle 50-70 incoming calls per day.
- Track all customer inquiries 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.
- Evaluate customer satisfaction through approved tools and systems.
Quality Control
- Record all queries and comply with all procedures which relate to the contact centre.
- Adhere to the approved quality assurance measurements.
- Adhere to the approved SLA’s
Customer Satisfaction
- Project and maintain a satisfactory image when dealing with clients.
- Ensure that all customer queries are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
- Sent customer survey after every interaction
Administration
- Keep accurate records of discussions or correspondence with customers
- Communicate and coordinate with internal departments
- Analyse statistics or other data as required by management
Minimum Requirements
- National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 6 qualification
Ideal Qualification:
- Degree in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 7 qualification
Application
To apply, visit SACAA careers portal.
Closing Date: 18 October 2024