Contact Centre Trainee
Reference Number: SA-334
Closing Date: 06 May 2025
Location: Midrand, Gauteng
Job Type: Contract (1 – 2 Years)
Salary: Market Related
Work Level: Junior
Employment Equity Position: Yes
Purpose of the Job
To provide end-to-end customer service to SACAA clients via phone, email, and chat. Enhance customer experience and satisfaction by resolving queries and ensuring high service standards.
Key Responsibilities
Customer Service:
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Respond to incoming calls, emails, and chat queries professionally
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Assist with product, service, and account queries
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Log and update client information on CRM
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Escalate complex issues as needed
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Maintain product and policy knowledge
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Send customer surveys after each interaction
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Ensure queries are resolved within agreed SLA
Administration:
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Track and record all enquiries until resolved
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File and classify documents accurately
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Organise departmental documentation and meetings
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Assist with reports, data collation, and client communication
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Perform ad hoc administrative duties as required
Quality Control:
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Adhere to SLA and quality assurance standards
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Support continuous improvement in service delivery
Minimum Requirements
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Grade 12
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National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or similar
Ideal Qualification:
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Bachelor’s Degree in any of the above fields
Experience:
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Minimum 1 year in a Call Centre or Client Services environment
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