Contact Centre Officer Needed At South African Civil Aviation Authority 2023
The South African Civil Aviation Authority is the South African national aviation authority, overseeing civil aviation and governing investigations of aviation accidents and incidents. It is headquartered in the Ikhaya Lokundiza Building 16 in Waterfall Park, Midrand, near Johannesburg.
Applications are invited for;
Job Title: Trainee: Contact Centre Officer
Job Type: Full Time
Qualification: Matric, National Certificate
Experience: 1 Year
Location: Gauteng
Job Field: Customer Care
About the Job
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 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.
How To Apply
Interested and qualified candidates should:
Deadline for Submission: Not Specified
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