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Client Service Officer

Company South African Civil Aviation Authority
Reference # Corporate Services
Published 15/01/2020
Contract Type Permanent
Salary Market Related
Location Midrand, Gauteng, South Africa
Introduction
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
Industries Aviation
Specification
Front Line Call Centre Component:
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.

Quality Control:
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.

Customer Satisfaction:
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.

Employment Equity:
Preference will be given to Employment Equity candidates.

Requirements

Minimum Education (Formal Qualification required):
Grade 12, Relevant Customer Relationship Management / Marketing / Public Relations / Business Studies / qualification or related qualification.

Experience (Minimum Experience required - type and number of years):
2-3 Years Client Services environment
Job Closing Date 29/01/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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