Are you passionate about customer service and looking to jumpstart your career in a dynamic environment? The South African Civil Aviation Authority (SACAA) is offering an exciting opportunity for a Contact Centre Trainee in Midrand. This contract position within the Corporate Services Division is ideal for individuals who want to improve customer satisfaction while gaining valuable experience in the aviation industry.
Job Overview: As a Contact Centre Trainee, you will provide excellent end-to-end customer service to SACAA clients, ensuring all inquiries are handled professionally and efficiently. Your role will focus on improving customer experience and maintaining a high customer satisfaction index.
Key Responsibilities:
- Customer Service & Contact Centre Duties:
- Respond to 50-70 incoming calls daily, handling all client inquiries.
- Track customer inquiries in approved systems until resolved.
- Ensure all queries are addressed per the agreed Service Level Agreement (SLA).
- Liaise with clients and provide first-line information and services.
- Maintain professionalism in all customer interactions.
- Quality Control & Customer Satisfaction:
- Record and track queries, adhering to contact centre procedures.
- Meet approved quality assurance standards and SLAs.
- Send customer surveys after every interaction to evaluate satisfaction.
- Administrative Support:
- Keep accurate records of customer discussions or correspondence.
- Communicate with internal departments as needed.
- Analyse statistics and data required by management.
Minimum Requirements:
- National Diploma in Business Studies, Consumer Studies, Management Studies, Marketing, or a related NQF Level 6 qualification.
- 1 year of call centre or client service experience.
Ideal Qualification:
- Degree in Business Studies, Consumer Studies, Management Studies, Marketing, or related NQF Level 7 qualification.
Closing Date: 18 October 2024
How to apply
If you’re a motivated individual with a passion for customer service and an eye for detail, this is a great opportunity to advance your career. Apply today through SACAA’s careers page.