Contact Centre Agent - South African Civil Aviation Authority

eg. Accountant or Accounting or Kempinski



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Contact Centre Agent - South African Civil Aviation Authority





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1. Patiently scroll down and read the job description below.

2. Scroll down and find how to apply or mode of application for this job after the job description.

3. Carefully follow the instructions on how to apply.

4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.


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
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Before you look at how to apply for the job, take a look at the recommended career resources and guides we have for you. It is always good to prepare yourself for your dream job. Carefully read the articles and proceed to apply.

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