Contact Centre Agent - South African Civil Aviation Authority

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 the 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 SLAs and that they are logged on the approved CRM system.
• Sent customer survey after every interaction

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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

• Grade 12 and post Matric qualification in Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification

IDEAL

• National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification

EXPERIENCE

• 2-3 years of Call Centre/Switchboard experience