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. 
• To improve the customer experience and customer satisfaction index.

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

Requirements
Minimum Requirements 

• National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 6 qualification

Ideal Qualification:

• Degree in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 7 qualification

Experience:

• 1 year Call Centre or Client Service experience