The South African Civil Aviation Authority (SACAA) has an exciting opportunity in the Corporate Services Division. They are looking for a talented individual with the relevant skills and experience who will work as a Contact Centre Trainee to provide an end-to-end customer service to the SACAA clients and to improve the customer experience and customer satisfaction index.
Closing date: 01 June 2024
Location: Midrand
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
Requirements
Minimum Requirements
- Grade 12 and post Matric certificate in Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification
Ideal Qualification:
- National Diploma Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification
Experience:
- 1 year/s Call Centre/Client Service experience
