The Contact Centre Trainee Programme is designed to provide end-to-end customer service to SACAA clients while improving the overall customer experience. As part of the programme, you will help enhance the customer satisfaction index, working directly with clients and assisting with their queries.

Key Responsibilities:

Customer Service:

• Provide front-line support through walk-in centers, contact centers, and written correspondence.
• Offer services aligned with SACAA’s policies and procedures.
• Track customer queries using the approved CRM system until issues are resolved.
• Respond professionally to both internal and external customers.
• Evaluate customer satisfaction using the approved systems and tools.
• Ensure that customer queries and complaints are handled according to agreed Service Level Agreements (SLAs).
• Send customer surveys after each interaction to gather feedback.

Administration:

• Prepare and collate documents for reporting purposes.
• Package documentation required for meetings and departmental engagements.
• Circulate information throughout the department and keep accurate records.
• Maintain a proper filing system for easy access and tracking.
• Coordinate functions and meetings for the department.
• Ensure that all documents are properly filed and organized.
• Handle ad hoc duties as needed.
• Ensure customer queries are addressed according to the SLAs.
• Liaise with clients to identify service requirements and provide first-line information.

Quality Control:

• Adhere to quality assurance standards.
• Ensure all customer service interactions meet the required quality metrics and SLAs.

Minimum Qualifications:

• Grade 12 or equivalent.
• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or a related field.

Ideal Qualifications:

• Bachelor’s Degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or a related qualification.

Experience:

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

Why Apply?

Joining the SACAA Contact Centre Trainee Programme provides an excellent opportunity to develop skills in customer service and administration within a regulatory body. As a trainee, you’ll gain hands-on experience that can help launch your career in client services, with a focus on quality control and professional customer interaction.