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:

Click Here To Apply

Deadline for Submission: Not Specified

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