Client Service Officer
Company South African Civil Aviation Authority
Reference # Client Service Officer
Contract Type Permanent
Salary Market Related
Location Midrand, Gauteng, South Africa
To assist in the establishment and implementation of the client/customer service system.
To provide an end-to-end customer service to the SACAA clientele.
To improve the customer experience and improve the customer satisfaction index.
To implement the SACAA Customer process map
Job Functions Client Services, Marketing, Public Relations
Manage the front-line cubicles to provide customer services as per the policies and procedures of the Client Relationship Management section.
Track all customer queries in the approved CRM system until queries are closed.
Professionally respond to requests from both external and internal customers.
Evaluate customer satisfaction through approved tools and systems.
Record all queries and follow (comply with) all procedures which relate to client service, as per the ISO and other company and legal requirements.
Take corrective action to rectify deficiencies within Client Services
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.
Identify areas for improvement to improve customer satisfaction (and perception).
Implement the end-to-end customer process map
Supervision and Training of Entry level Client Services Officers
Supervise and train entry level client services officers to enable them to perform all aspects required in terms of their key performance areas.
Liaison and Coordination
Liaison and networking with clients to identify any information and service requirements.
The SACAA will process applications as soon as possible. If you have not heard from us within 90 days after your CV has been received by us, please consider your application unsuccessful. Employment equity candidates will be preferred.
“All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting”.
A National Diploma in Customer Relationship Management / Marketing / Public Relations / Business Studies or related qualification.
Minimum of 2 years Client Services experience.
Job Closing Date 19/02/2021