The South African Civil Aviation Authority (SACAA) is inviting suitably qualified candidates to apply for the Contact Centre Trainee position based in Centurion, Gauteng. This opportunity is ideal for graduates with a passion for customer service, communication, and administration who want to build experience within a respected public-sector aviation regulator.
Position Overview
- Job Title: Contact Centre Trainee
- Reference Number: SA-414
- Location: Centurion, Gauteng
- Job Type: Contract
- Duration: 1–2 Years
- Work Level: Junior
- Salary: Market Related
- Employment Equity: Yes
- Closing Date: 30 December 2025
Purpose of the Role
The Contact Centre Trainee will provide end-to-end customer service to SACAA clients across multiple channels, including telephone, email, and online chat. The role focuses on enhancing customer experience and satisfaction by responding to enquiries, resolving issues efficiently, and supporting service delivery in line with agreed Service Level Agreements (SLAs).
Key Responsibilities
Customer Service
- Handle incoming calls, emails, and online enquiries professionally and courteously
- Assist clients with enquiries related to SACAA products, services, and account information
- Accurately capture and update customer data on the approved CRM system
- Escalate complex queries to senior staff or relevant departments when required
- Ensure all customer queries and complaints are logged and resolved within SLA timelines
- Send customer satisfaction surveys after every interaction
- Maintain up-to-date knowledge of SACAA policies, procedures, and services
- Work collaboratively with the team to achieve service targets and KPIs
Administration
- Collate information for reporting and departmental use
- Prepare and distribute documentation for meetings and engagements
- Maintain accurate filing and document control systems
- Track customer enquiries until final resolution
- Coordinate meetings and departmental activities
- Analyse basic statistics and data as requested by management
Quality Control
- Adhere strictly to approved quality assurance standards
- Ensure compliance with all SACAA SLAs and customer service protocols
Minimum Requirements
- National Diploma (NQF Level 6) in one of the following fields:
- Marketing
- Communications
- Consumer Studies
- Business Administration
- Management Studies
- Or a related qualification
Ideal Qualification
- Bachelor’s Degree (NQF Level 7) in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or a related field
Experience
- At least 1 year of experience in a Call Centre or Client Services environment
Important Notes
- All SACAA appointments are subject to Section 98 of the Civil Aviation Act (Act 13 of 2009)
- Successful candidates will undergo security vetting
- Employment Equity candidates will be prioritised in line with the SACAA Employment Equity Plan
- If you do not receive feedback within 90 days after the closing date, please consider your application unsuccessful
Why Consider This Opportunity?
Working as a Contact Centre Trainee at SACAA provides:
- Valuable public-sector work experience
- Exposure to the aviation regulatory environment
- Practical experience in customer service, CRM systems, and administration
- A strong foundation for careers in customer relations, communications, and regulatory services
🔔 Closing Date Reminder
Applications close on 30 December 2025. If you meet the requirements and are passionate about delivering quality customer service, this is your chance to join one of South Africa’s most important aviation institutions.