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The South African Civil Aviation Authority (SACAA) is an agency of the Department of Transport (DoT), established on 01 October 1998, following the enactment of the now repealed South African Civil Aviation Authority Act, 1998 (Act No. 40 of 1998). This Act was replaced by the Civil Aviation Act, 2009 (Act No. 13 of 2009), which came into effect on 31 Mar...
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Customer Service
- Provide front line support – walk-in centre, contact centre and written correspondence
- Provide customer services in line with the SACAA 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.
General Administration
- Prepare documents
- Collate information for reporting
- Package documentation required for meetings and other departmental engagements
- Circulate required information and documentation throughout the department and keep accurate record thereof
- Receive and relay documentation and information to applicable recipients in the department
- Develop and maintain a proper filing system to ensure accurate retrieval of information as and when required
- Screen, classify and record documents for easy access and tracking
- Coordinate functions and meetings for the department
- Ensure all documents are properly filed
Requirements
Minimum Requirements
- Grade 12, with a National Diploma or Bachelor's degree in Marketing, Business Managements or Client Services related qualification
Closing Date: 31 May 2023
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OVERALL PURPOSE OF THE JOB
- To ensure completeness of all SACAA’s streams of revenue.
Ensure completeness of Revenue
- Ensure completeness of collection of the Passenger Safety Charge
- Conduct in loco and electronic Inspections of airline operators to verify passenger numbers submitted to SACAA against relevant passenger manifests.
- Co-ordinate and assist with the bi-annual fuel levy audits
- Reconcile operational department activities and Great Plains sales figures monthly to ensure completeness of User Fees.
Control Environment (Reconciliation)
- Update report on comparison between Passenger Safety Charge Returns submitted to SACAA and data from ACSA and Non-ACSA airports.
- Daily Check and post of sales and receivables transactions into relevant accounts
Client Interaction
- Project a satisfactory image of the CAA in dealing with mailed, telephonic or personal interactions.
- Ensure that internal and external service delivery standards are met.
Requirements
EDUCATION (FORMAL QUALIFICATION REQUIRED)
Minimum
- Degree in Finance / Financial management or equivalent NQF level 7 related qualification
Ideal
- BCOM Accounting or Audit
- Post graduate qualification in accounting and auditing.
EXPERIENCE
- 4 years experience in Revenue or Auditing function
- Great Plains, Excel, Credit Control experience would be advantageous.
Closing date: 03 June 2023
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OVERALL PURPOSE OF THE JOB
- To help develop and implement a customer service strategy, relevant policies and procedures for the organisation.
- To build and maintain healthy and effective relationships with key customers by evaluating customer satisfaction and implementing solutions to improve service delivery.
CUSTOMER SERVICE STRATEGY, POLICY AND PROCEDURES
- Facilitate the development of the customer service strategy, policies and procedures
- Implement the customer service plan
CUSTOMER SERVICE PROCESS MAP
- Implement and ensure compliance with the CS process map.
- Develop procedures customers can use to communicate with the organisation effectively
- Introduce Service Level Agreements for all customer points within the organisation and ensure compliance to the same
- On-going engagement with internal departments to improve customer service standards
CUSTOMER SATISFACTION MEASURING TOOL/SYSTEM
- Procure a Customer Satisfaction tool/system
- Generate on-going reports on the level of customer satisfaction
- Devise strategies for improving customer satisfaction in consultation with relevant stakeholder’s organisation-wide
- Analyse statistics or other data to determine the level of customer service the organisation is providing
MANAGE CUSTOMER SERVICE STAFF
- Manage performance through PMS contracting
- Skills development
MANAGE CLIENT QUERIES
- Implement the CRM solution to address customer queries/complaints and timeous closure of the same
Requirements
Minimum Qualifications:
- National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or a related NQF 6 qualification.
Ideal Qualifications:
- Degree or Post-graduate qualification in Business Studies; Consumer Studies; Management Studies; Marketing or an equivalent qualification.
Experience:
- 5-7 years Customer Relationship Management
- 5-7 years Business Management
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OVERALL PURPOSE OF THE JOB
- To provide database security and application stability through effective management and administration of organisational databases.
Database Management
- Provide and ensure adequate support on operating systems, database, servers and different applications.
- Manage and administer database access and permissions.
- Analyse system performance patterns and anti-patterns in the business environment to identify opportunities for improvements.
- Identify optimizations and improvements in technology & process in the current database and build infrastructure platforms to drive service quality.
- Define and implement data management procedures.
- Coordinate with system analysts to customize and optimize database solutions.
- Develop and deploy methodologies for testing performance and providing performance statistics and reports.
- Manage and monitor database management tool.
Maintenance of the Database Content
- Test new databases and configurate new software and applications that work off that database.
- Back up the databases systems for recovery scenarios
- Conduct benchmarking against SACAA current designs against related industry standards or best practices technology.
- Ensuring all database infrastructure components are maintained, upgraded and within support & maintenance cycles.
- Develop and maintain system and database development polices and standards.
- Identify, devise and implement security measures with regard to viruses and other threats.
- Conduct tests on new databases, ensure configuration of new software’s and applications that work off the same database.
Liaison and Coordination
- Liaise with external companies/contractors/suppliers and internal clients to coordinate services and future options.
- Liaise with external suppliers.
- Liaise with external clients on projects.
Operational Support
- Ensure all business processes under design are compatible with database structures.
- Test all systems upgrades and changes prior to implementation.
- Provide application support.
Requirements
Minimum Qualification
- National Diploma in IT or Related NQF level 6 Qualification
Ideal Qualification
- Related Degree and or Microsoft Certified Database certificate or Programming Language Certificate
Experience
- 5 years Database Administration or Application Support
Closing Date: 02 June 2023
Method of Application
Use the link(s) below to apply on company website.
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