Contact Centre Agent
Company: South African Civil Aviation Authority
Location: Gauteng (Midrand)
Closing Date: 06 May 2026
Job Description
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.
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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
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Requirements: 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
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EXPERIENCE
- 2-3 years Call Centre/Switchboard experience
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