The South African Civil Aviation Authority (SACAA) is inviting applications for the position of Contact Centre Trainee, based in Midrand. This junior-level contract role, lasting 1 to 2 years, is a great stepping stone for young professionals eager to grow their careers in customer service, administration, and client relations.
Contact Centre Trainee Overview
- Salary: Market-related
- Location: Midrand, Gauteng
- Job Type: Contract (1–2 years)
- Work Level: Junior
Purpose of the Role
The main aim of the Contact Centre Trainee position is to deliver end-to-end customer service and contribute to the improvement of the customer satisfaction index. This is done through direct client interaction, problem-solving, and ensuring smooth communication between SACAA and its clients.
The trainee will operate in multiple service areas, including the walk-in centre, contact centre, and written correspondence, all while using SACAA’s CRM system to manage and resolve queries effectively.
Key Responsibilities
1. Customer Service Support
As a frontline support agent, the successful candidate will:
- Handle client interactions at walk-in and call centres
- Respond professionally to internal and external queries
- Log and track queries in the CRM system
- Send out customer satisfaction surveys after every interaction
- Liaise with other departments to resolve issues promptly
The trainee will play a crucial role in maintaining a positive image of SACAA by ensuring that all service interactions meet the organisation’s standards and Service Level Agreements (SLAs).
2. Administrative Duties
A significant part of the role involves efficient administrative support within the department. Tasks include:
- Preparing and packaging documents for meetings
- Recording and distributing departmental information
- Maintaining accurate filing systems for easy document retrieval
- Coordinating departmental functions and meetings
- Screening and classifying incoming documents
Good organisational skills and attention to detail are essential to perform these tasks successfully.
3. Quality Assurance and Data Analysis
To ensure service quality remains high, the Contact Centre Trainee must:
- Adhere to quality assurance protocols
- Meet the agreed SLAs
- Track customer queries until closure
- Keep a detailed record of customer communications
- Analyse service-related statistics or reports as requested by management
This ensures a cycle of continuous improvement, allowing SACAA to evaluate and enhance their service delivery methods.
Educational Requirements
To be eligible, applicants must possess:
Minimum Qualification:
- Grade 12 (Matric)
- National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or equivalent
Ideal Qualification:
- Bachelor’s degree in any of the above-mentioned fields
Candidates with higher education qualifications will have a competitive advantage during the selection process.
Required Experience
Applicants should have at least 1 year of experience in a Call Centre or Client Services environment. This experience equips candidates with the basic skills needed to navigate client queries and uphold SACAA’s standards of service.
Application Deadline and Employment Equity
The closing date for applications is 11 April 2025.
As per Section 98 of the Civil Aviation Act (Act No. 13 of 2009), all successful candidates will undergo security vetting before appointment. SACAA is an equal opportunity employer and strongly encourages applications from candidates who align with its Employment Equity Plan.
Applicants who have not been contacted within 90 days after the closing date should consider their application unsuccessful.
Why Apply?
The Contact Centre Trainee role at SACAA offers:
- Exposure to a professional and regulated work environment
- Hands-on experience in customer service and administration
- Access to CRM and data systems
- Opportunities for growth in the aviation and public service sector
Check also: City of Johannesburg Internship Opportunities 2025
This opportunity is ideal for enthusiastic individuals seeking to contribute to a national authority while gaining valuable skills in customer interaction, administration, and CRM systems. The Contact Centre Trainee role at SACAA promises hands-on experience, professional growth, and the chance to be part of South Africa’s vital aviation sector.