Work Level: Junior
Ref No: SA- 414
Job Type: Contract
Salary: Market Affiliated
Fixed Term: 1- 2 Times
EE Position: Yes
Placement: Centurion
Overall, Purpose of the Job:
To give an end- to- end client service to the SACAA guests through various communication channels similar as phone, dispatch and converse.
To ameliorate the client experience and client satisfaction indicator by handling client enquiries, resolving issues and supporting the platoon in delivering high- quality service.
Client Service
- Handle incoming client calls, emails, and online inquiries with professionalism and courtesy.
- Help guests with enquiries regarding products and services, and regard information.
- Directly record and update client details in the CRM system.
- Escalate complex issues to elderly platoon members or applicable departments.
- Work nearly with other platoon members to meet service position targets and KPIs.
- Maintain over- to- date knowledge of company products, services, and programs.
- Insure client satisfaction through visionary problem working and effective communication.
- Share in on-going training and development to enhance chops and knowledge.
- Give feedback to ameliorate client service processes and systems.
- Professionally respond to requests from both external and internal guests.
- Estimate client satisfaction through approved tools and systems.
- Design and maintain a satisfactory image when dealing with guests.
- Insure that all client queries and complaints are addressed as per agreed SLA’s and that they’re logged on the approved CRM system.
- Send client survey after every Interaction.
Administration
- Collate information for reporting.
- Package attestation needed for meeting and other departmental engagements.
- Circulate needed information and attestation throughout the department and keep accurate record thereof.
- Admit and bear attestation and information to applicable donors in the department.
- Develop and maintain a proper form system to insure accurate reclamation of information as and when needed.
- Screen, classify and record documents for easy access and shadowing.
- Coordinate functions and meetings for the department.
- Insure all documents are duly lines.
- Any ad hoc duties as needed from time- to- time
- Track all client enquiries in the approved systems until queries are resolved.
- Insure that all client queries are addressed as per agreed Service position Agreement( SLA).
- Liaison with guests to identify any information and service conditions give first line information.
- Professionally respond to requests from both external and internal guests.
- Keep accurate records of conversations or correspondence with guests
- Communicate and coordinate with internal departments
- Analyse statistics or other data as needed by operation
Quality Control
- Cleave to the approved quality assurance measures.
- Cleave to the approved SLA’s.
Minimum Requirements
- National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or Relevant NQF Level 6 qualification.
Ideal Qualification:
- Bachelor’s degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant NQF Level 7 qualification.
Experience:
- 1 year experience in Call Centre or Client Services
Best Before: 30 December 2025
All SACAA movables are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful campaigners will be subordinated to security vetting. Employment Equity campaigners will be prioritised in line with Employment Equity Plan. However, consider your operation unprofitable, If you haven’t heard from the SACAA 90 days after the ending date.
COMPLETE YOUR ONLINE APPLICATION HERE
