South African Civil Aviation Authority( SACAA )
Customer Service Agent (Ref: SA-334)
Purpose:
Deliver exceptional end-to-end customer service via phone, email, and chat channels. Improve customer satisfaction by resolving inquiries, addressing issues efficiently, and supporting team efforts to maintain high service standards.
Key Responsibilities:
Customer Support:
- Manage customer queries across all communication channels professionally
- Provide accurate information about products, services, and accounts
- Update customer records in CRM system meticulously
- Escalate complex cases to relevant departments when necessary
- Maintain current knowledge of company policies and offerings
- Conduct customer satisfaction surveys after each interaction
Administration:
- Prepare reports and maintain organized filing systems
- Manage document flow and meeting coordination
- Track queries through resolution using approved systems
- Ensure compliance with Service Level Agreements (SLAs)
Quality Assurance:
- Adhere to quality control standards and SLAs
- Collaborate with internal teams for service improvement
Requirements:
Minimum Qualifications:
- Grade 12 certificate
- National Diploma in Marketing, Business Administration, or related field
- 1 year call center/customer service experience
Preferred Qualifications:
- Bachelor’s degree in relevant field
Position Details:
• Work Level: Junior
• Employment Type: Contract (1-2 years)
• Location: Midrand
• Salary: Market Related
• EE Position: Yes
Application Deadline: 06 May 2025
All appointments subject to Civil Aviation Act requirements and security vetting. Preference given to Employment Equity candidates. Only shortlisted candidates will be contacted.
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