Contact Centre Trainee (Midrand) needed at Civil Aviation Authority

Description
Overall, Purpose of the Job

• To provide an end-to-end customer service to the SACAA clients through various communication channels such as phone, email and chat. 
• To improve the customer experience and customer satisfaction index by handling customer enquiries, resolving issues and supporting the team in delivering high-quality service.

Customer Service

• Handle incoming customer calls, emails, and online inquiries with professionalism and courtesy.
• Assist customers with enquiries regarding products and services, and account information.
• Accurately record and update customer details in the CRM system.
• Escalate complex issues to senior team members or appropriate departments.
• Work closely with other team members to meet service level targets and KPIs.
• Maintain up-to-date knowledge of company products, services, and policies.
• Ensure customer satisfaction through proactive problem solving and effective communication.
• Participate in ongoing training and development to enhance skills and knowledge.
• Provide feedback to improve customer service processes and systems.
• Professionally respond to requests from both external and internal customers.
• Evaluate customer satisfaction through approved tools and systems.
• Project and maintain a satisfactory image when dealing with clients.
• Ensure that all customer queries and complaints are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Send customer survey after every Interaction.

Administration

• Collate information for reporting.  
• Package documentation required for meeting and other departmental engagements. 
• Circulate required information and documentation throughout the department and keep accurate record thereof.
• Receive and relay documentation and information to applicable recipients in the department.
• Develop and maintain a proper filing system to ensure accurate retrieval of information as and when required.
• Screen, classify and record documents for easy access and tracking.
• Coordinate functions and meetings for the department.
• Ensure all documents are properly files.
• Any ad hoc duties as required from time-to-time
• Track all customer enquiries 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.
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments
• Analyse statistics or other data as required by management

Quality Control

• Adhere to the approved quality assurance measurements.
• Adhere to the approved SLA’s. 

Requirements
Minimum Requirements 

• Grade 12
• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.

Ideal Qualification:

• Bachelor’s degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.

Experience:

• 1 year experience in Call Centre or Client Services