SACAA: Trainee Contact Centre Officers X3
Reference Number
SA-122
Description
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 Qualification
- Matric
- Post matric qualification in Business Studies; Consumer Studies; Management Studies; Marketing or equivalent
Ideal Qualification
- National Diploma Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification
Experience
- 1 year – Call Centre/Switchboard experience
Closing Date: 29 September 2023
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level
Junior
Type
Contract
Salary
Market Related
Duration
1 – 2 Years
EE Position
Yes
Location
Midrand
How to apply for SACAA: Trainee Contact Centre Officers X3