SACAA: Contact Centre Trainee Internship Programme 2024

Responsibilities:

• To provide an end-to-end customer service to the SACAA clients. 
• To improve the customer experience and customer satisfaction index.
• 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.
• 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
• 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 
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments 
• Analyse statistics or other data as required by management

Requirements 

• Grade 12 and post Matric certificate in Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification

Advantageous:

• National Diploma Business Studies; Consumer Studies; Management Studies; Marketing or equivalent qualification​​​​​​​
• 1 year/s Call Centre/Client Service experience