Contact Centre Trainee
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.
Key Responsibilities:
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
Requirements
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.
Experience
- 1 year experience in Call Centre or Client Services
Closing Date: 11 April 2025
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