Contact Centre Trainee

Full job description

OVERALL PURPOSE OF THE JOB

To provide an end-to-end customer service to the SACAA clients.

To improve the customer experience and customer satisfaction index.

Customer Service

Provide front line support – walk-in centre, contact centre and written correspondence.

Provide customer services in line with the SACAA policies and procedures of the Client Relationship Management section

Track all customer queries in the approved CRM system until queries are closed.

Professionally respond to requests from both external and internal customers

Evaluate customer satisfaction through approved tools and systems.

Project and maintain a satisfactory image when dealing with clients.

Ensure that all customer queries and complaints are addressed as per agreed SLA’s and that they are logged on the approved CRM system.

Send customer survey after every interaction

Administration

Prepare documents

Collate information for reporting

Package documentation required for meetings and other departmental engagements

Circulate required information and documentation throughout the department and keep accurate record thereof

Receive and relay documentation and information to applicable recipients in the department

Develop and maintain a proper filing system to ensure accurate retrieval of information as and when required

Screen, classify and record documents for easy access and tracking

Coordinate functions and meetings for the department

Ensure all documents are properly filed

Any ad hoc duties as required from time to time

Track all customer enquiries 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.

Keep accurate records of discussions or correspondence with customers

Communicate and coordinate with internal departments

Analyze statistics or other data as required by management

Quality Control

Adhere to the approved quality assurance measurements.

Adhere to the approved SLA’s

EDUCATION

MINIMUM QUALIFICATION

Grade 12

National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.

IDEAL QUALIFICATION

Bachelor's degree in marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.

Industries: Airlines/Aviation

Function: Telemarketing and Telecalling