Contact Centre Agent

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