The South African Civil Aviation Authority (SACAA) is inviting applications for the position of Contact Centre Trainee, a junior-level contract opportunity based in Midrand. This role presents an ideal entry point for individuals passionate about delivering high-quality customer service and eager to grow within a dynamic regulatory environment.
Purpose of the Role
The Contact Centre Trainee will be responsible for providing end-to-end customer support to SACAA clients through various communication channels, including phone, email, and live chat. The objective is to enhance the customer experience, resolve queries efficiently, and maintain a high customer satisfaction index.
Key Responsibilities
Customer Service Duties:
- Handle incoming calls, emails, and online inquiries with courtesy and professionalism.
- Assist clients with queries related to SACAA products, services, and account information.
- Update and record accurate customer information in the CRM system.
- Escalate complex concerns to senior staff or relevant departments as required.
- Work collaboratively to meet service level agreements and key performance indicators.
- Provide feedback for service improvement and participate in regular training sessions.
- Send customer satisfaction surveys after every interaction and ensure client queries are resolved within agreed SLA timelines.
Administrative Support:
- Compile data for reporting purposes and prepare documentation for departmental use.
- Manage internal communication and ensure proper circulation of information within the team.
- Develop and maintain a well-organised filing system for efficient information retrieval.
- Coordinate departmental meetings and ensure records are accurately maintained.
- Monitor and track client enquiries until resolution, providing timely feedback.
Quality Assurance:
- Adhere to established quality control standards and service level agreements.
- Maintain detailed records of all client interactions and follow through on outstanding issues.
Candidate Profile
Minimum Requirements:
- Grade 12 (Matric certificate)
- National Diploma in Marketing, Communications, Consumer Studies, Business Administration, or a relevant equivalent qualification.
Preferred Qualification:
- A bachelor’s degree in the above-mentioned fields is advantageous.
Experience:
- At least one year of experience in a call centre or customer service environment is required.
How to Apply
Interested candidates must submit their applications via the SACAA careers portal before 06 May 2025. Ensure that your application includes:
- A detailed CV
- Certified copies of qualifications
- Any supporting documents requested in the job listing
Please note that only shortlisted candidates will be contacted. If you have not received feedback within 90 days after the closing date, consider your application unsuccessful.
Employment Conditions
This is a contract position with a duration of one to two years. The role is based in Midrand, and the salary is market-related. The SACAA will give preference to Employment Equity candidates in alignment with its Employment Equity Plan.
Please note: All appointments are subject to the provisions of Section 98 of the Civil Aviation Act, 13 of 2009, including mandatory security vetting.
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This Contact Centre Trainee opportunity is a stepping stone into South Africa’s aviation regulatory sector. With a focus on service excellence, administrative support, and quality compliance, the SACAA offers a structured learning environment and exposure to high-level customer interaction standards. Candidates with a strong sense of professionalism and a passion for client service are encouraged to apply.
This is more than just a job—it’s a chance to help elevate the reputation of one of South Africa’s key aviation institutions.