Contact Centre Trainee (Centurion) Jobs

Overall Purpose of the Job

• To provide complete customer service to SACAA clients through phone, email, and chat.
• To improve customer experience and satisfaction by handling inquiries, solving issues, and helping the team deliver high-quality service.

Customer Service

• Handle incoming calls, emails, and online inquiries professionally and politely.
• Help customers with questions about products, services, and account details.
• Record and update customer information accurately in the CRM system.
• Escalate complex issues to senior team members or other departments.
• Work with the team to meet service targets and key performance indicators (KPIs).
• Stay updated on company products, services, and policies.
• Ensure customer satisfaction through proactive problem-solving and clear communication.
• Join training sessions to improve skills and knowledge.
• Provide feedback to enhance customer service processes and systems.
• Respond professionally to requests from external and internal customers.
• Measure customer satisfaction using approved tools and systems.
• Maintain a positive image when dealing with clients.
• Address all customer queries and complaints according to agreed service level agreements (SLAs) and log them in the CRM system.
• Send customer surveys after every interaction.

Administration

• Collect information for reports.
• Prepare documents for meetings and departmental activities.
• Share information and documents within the department and keep accurate records.
• Receive and forward documents and information to the right people.
• Create and maintain a filing system for easy access to information.
• Screen, classify, and record documents for tracking.
• Coordinate department functions and meetings.
• Ensure all documents are filed properly.
• Handle any additional tasks as needed.
• Track customer inquiries in approved systems until resolved.
• Resolve customer queries according to service level agreements (SLAs).
• Liaise with clients to identify information and service needs, providing first-line support.
• Respond professionally to requests from external and internal customers.
• Keep accurate records of discussions or correspondence with customers.
• Communicate and coordinate with internal departments.
• Analyze statistics or data as required by management.

Quality Control

• Follow approved quality assurance standards.
• Adhere to agreed service level agreements (SLAs).

Requirements

Minimum Requirements

• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or a relevant NQF Level 6 qualification.

Ideal Qualification

• Bachelor’s degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or a relevant NQF Level 7 qualification.

Experience

• 1 year of experience in a Call Centre or Client Services.

Closing Date: 30 December 2025

Method of Application

Interested and qualified candidates should apply through the Civil Aviation Authority (SACAA) application portal.

Build your CV for free. Download in different templates.