Become A Contact Centre Trainee At The South African Civil Aviation Authority(SACAA)
- Location: Midrand, South Africa
- Number of Vacancies: 1
- Closing Date: Not Specified
About The South African Civil Aviation Authority(SACAA)
The South African Civil Aviation Authority is the civil aviation authority of South Africa, overseeing civil aviation and governing investigations of aviation accidents and incidents. It is headquartered in Midrand, near Johannesburg.
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Key Responsibilities
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
Closing Date: 01 June 2024
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