The South African Civil Aviation Authority (SACAA) is offering a fantastic opportunity for young professionals eager to enter the customer service space. The role of Contact Centre Trainee, based in Midrand, is aimed at equipping individuals with hands-on experience in customer relations, communication, and administrative support.
This junior-level position is structured as a 1 to 2-year contract, and offers valuable exposure to one of South Africa’s key regulatory bodies. SACAA is renowned for upholding aviation safety and compliance, and this position plays a supporting role in delivering world-class customer service to both internal and external clients.
Contact Centre Trainee Details
- Closing Date: 11 April 2025
- Location: Midrand
- Job Type: Contract (1–2 years)
- Salary: Market-related
- Level: Junior
- Reference Number: SA-332
Overview of the Contact Centre Trainee
The Contact Centre Trainee is entrusted with providing end-to-end customer service. From answering walk-in queries and managing incoming calls to handling emails and tracking concerns, the trainee becomes the face and voice of SACAA’s Client Relationship Management section.
The aim is not just to offer a response but to ensure every interaction boosts the customer satisfaction index. It’s about creating a consistent and reliable experience that assures clients they are being heard, valued, and served efficiently.
Core Responsibilities
The position requires a mix of customer service, administration, and quality control duties.
Customer Service Duties:
- Provide front-line support through walk-ins, the contact centre, and written correspondence.
- Use the approved CRM system to track and close customer queries effectively.
- Respond professionally to customer requests, both internally and externally.
- Send out customer surveys after every interaction to evaluate satisfaction and areas for improvement.
- Make sure all complaints and queries are addressed within the agreed Service Level Agreements (SLAs).
Administrative Responsibilities:
- Prepare and package documentation for meetings and departmental use.
- Maintain accurate records, develop filing systems, and relay important documents to team members.
- Coordinate departmental functions and ensure documentation is circulated correctly.
- Maintain clear tracking of customer inquiries until they are resolved.
Quality Control Tasks:
- Follow all approved quality assurance measures and procedures.
- Ensure strict adherence to SLAs and internal communication protocols.
- Keep a record of all correspondence, analyze data, and support management with statistical insights.
Ideal Candidate Profile
To be considered for this position, applicants must have a minimum of a Grade 12 certificate. A National Diploma in Marketing, Communications, Consumer Studies, Business Administration, or Management Studies is the minimum tertiary qualification required. However, a Bachelor’s degree in the same fields will be considered an added advantage.
Candidates should also have at least 1 year of experience in a call centre or client services environment. This background ensures a smooth transition into the SACAA’s structured client engagement system.
Why Join SACAA?
This role is an excellent stepping stone for those wanting to grow within the customer service, administration, or aviation support fields. SACAA offers a well-regulated environment where junior professionals can learn, be mentored, and gradually build their career.
It also provides a chance to understand the dynamics of the aviation sector while offering vital customer support services.
Employment Equity and Vetting
SACAA is committed to promoting employment equity and will prioritize candidates as per their Employment Equity Plan. All applicants should also note that any appointment is subject to Section 98 of the Civil Aviation Act (Act 13 of 2009), which includes a mandatory security vetting process.
If you’re passionate about client service, eager to learn, and looking for a career-defining opportunity, then this is your chance. Be part of a forward-thinking team and gain practical experience in one of South Africa’s most vital sectors.
Note: If applicants do not receive feedback within 90 days after the closing date, their application should be considered unsuccessful.
Check also: City of Johannesburg Internship Programme 2025
