The South African Civil Aviation Authority (SACAA) aims to provide an end-to-end customer service to its clients, focusing on enhancing customer experience and satisfaction. In the Contact Centre, responsibilities include handling 50-70 incoming calls daily, tracking customer inquiries until resolved, and ensuring queries are addressed per the Service Level Agreement (SLA). Employees will liaise with clients to identify service requirements, provide first-line information, and professionally respond to both external and internal customer requests. Customer satisfaction is evaluated using approved tools and systems.
Quality control involves recording all queries and adhering to contact centre procedures and quality assurance measurements as per the approved SLAs. Employees must project a satisfactory image when dealing with clients and ensure that all queries are logged on the approved Customer Relationship Management (CRM) system. After each interaction, a customer survey should be sent out.
