Contact Centre Trainee (Centurion) Jobs

Overall Purpose of the Job

• Provide end-to-end customer service to SACAA clients through phone, email, and chat.
• Improve customer experience and satisfaction by handling enquiries, resolving issues, and supporting the team in delivering high-quality service.

Customer Service

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

Administration

• Collect information for reporting.
• Prepare documentation for meetings and departmental engagements.
• Distribute required information and documentation, and keep accurate records.
• Receive and forward documents and information to the right recipients.
• Develop and maintain a proper filing system for easy retrieval of information.
• Screen, classify, and record documents for quick access and tracking.
• Coordinate departmental functions and meetings.
• Ensure all documents are filed properly.
• Perform any ad hoc duties as needed.
• Track all customer enquiries in approved systems until resolved.
• Address customer queries according to agreed Service Level Agreements (SLAs).
• Liaise with clients to identify information and service needs, and provide 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.
• Analyse statistics or other data as required by management.

Quality Control

• Follow approved quality assurance measures.
• Adhere to approved 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 experience in a Call Centre or Client Services.

Closing Date: 30 December 2025