Contact Centre Agent
Contact Centre Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overall Purpose Of The Job
The Contact Centre Agent serves as the primary point of contact for SACAA clients delivering prompt accurate information and ensuring outstanding customer experience in line with our Service Level Agreements (SLAs).
Contact Centre - Client Engagement & Enquiry Management
- Handle 5070 inbound calls daily courteously and efficiently.
- Log and track all client interactions in the CRM until full resolution.
- Provide first-line information clarifying client needs and directing more complex issues to specialist teams when necessary.
- Uphold agreed SLAs ensuring every enquiry is responded to within the defined Service level standards.
Quality Assurance & Compliance
- Accurately record all customer interactions and adhere strictly to Contact-centre procedures.
- Meet or exceed internal quality-assurance benchmarks on every call.
- Monitor personal SLA adherence and proactively address any potential delays.
Customer Satisfaction & Feedback
- Project a professional friendly image in every interaction enhancing SACAAs reputation.
- After each call dispatch a brief customer-satisfaction survey and analyze responses to identify service-improvement opportunities.
- Collaborate with management to refine processes based on feedback and performance metrics.
Administration & Reporting
- Maintain comprehensive accurate records of all discussions and correspondence.
- Interface seamlessly with internal departmentsescalating unresolved issues and providing updates.
- Compile and analyze call-volume statistics and other performance data for management review.
MINIMUM QUALIFICATION
- Grade 12 and National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification
IDEAL
- Degree in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification
EXPERIENCE
- 2-3 yearsCall-center or Client-servicesexperience
- Prior exposure to CRM systems and quality-assurance frameworks would be advantageous
Closing Date: 23 July 2025
All SACAA appointments are subject to S98 of the Civil Aviation Act 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date consider your application unsuccessful.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
