The South African Civil Aviation Authority (SACAA) is seeking a Contact Centre Trainee in Centurion. Applicants with an NQF Level 6 qualification in Marketing, Communications, Business Administration, or related fields are encouraged to apply before 30 December 2025.
The South African Civil Aviation Authority (SACAA) has opened applications for a Contact Centre Trainee role based in Centurion, Gauteng. This entry-level opportunity is ideal for individuals passionate about customer service and ready to begin a career supporting a national regulatory institution. As part of this programme, the trainee will provide end-to-end assistance to clients across different communication channels, ensuring a positive customer experience throughout.
This position is structured to help develop strong service delivery skills while contributing to the organisation’s commitment to high-quality client support.
About the SACAA Contact Centre Trainee Role
The primary purpose of this role is to support SACAA clients through effective communication and service delivery. The trainee will engage with customers via phone, email, and online channels, ensuring that enquiries are handled promptly and professionally. The position also involves administrative responsibilities that help maintain smooth departmental operations.
The role plays an important part in improving the customer satisfaction index and reinforcing SACAA’s reputation for effective client engagement.
Key Responsibilities
Customer Service Duties
Handling a range of client communication channels is the core of this role. Responsibilities include:
- Responding to incoming calls, emails, and online enquiries with courtesy and professionalism
- Assisting customers with questions related to services, products, and account details
- Updating and maintaining customer information accurately within approved CRM systems
- Escalating more complex issues to senior team members or relevant departments
- Working collaboratively with the team to achieve service level targets and meet KPIs
- Staying informed about all SACAA products, services, and policies
- Ensuring customer satisfaction through proactive solutions and clear communication
- Participating in continuous training to enhance service capabilities
- Providing feedback to improve departmental processes
- Professionally assisting both internal and external customers
- Sending satisfaction surveys after each interaction
- Logging all customer concerns and handling enquiries according to SLA requirements
Administrative Responsibilities
The trainee will also assist with essential administrative functions, including:
- Compiling information for reporting purposes
- Preparing documents for meetings and departmental activities
- Distributing documentation throughout the department and maintaining accurate records
- Receiving and routing information to the correct recipients
- Creating and managing an effective filing system for efficient document retrieval
- Screening, categorising, and recording documents for tracking purposes
- Coordinating meetings and departmental functions
- Ensuring all documents are correctly filed
- Performing ad hoc office duties when required
- Monitoring customer enquiries until fully resolved
- Liaising with clients to determine information needs and offer first-line support
- Keeping detailed records of conversations and correspondence
- Communicating with internal departments when required
- Assisting with data analysis and statistics requested by management
Quality Control Requirements
Quality assurance is an essential part of this position. Trainees are expected to:
- Follow all approved quality measurement guidelines
- Adhere to all SLA commitments to ensure consistent service delivery
Minimum Requirements
To be considered for the Contact Centre Trainee position, applicants must meet the following minimum criteria:
- A National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies, or an equivalent NQF Level 6 qualification
Ideal Qualification
Although not mandatory, the following qualification is preferred:
- A Bachelor’s degree (NQF Level 7) in the fields listed above
Experience Needed
- At least 1 year of experience in a Call Centre or Client Services environment
Employment Details
- Work Level: Junior
- Job Type: Contract
- Duration: 1–2 years
- Salary: Market-related
- Employment Equity: Yes
- Location: Centurion
Closing date for applications: 30 December 2025
Additional Information
All appointments at SACAA follow S98 of the Civil Aviation Act, 13 of 2009, and shortlisted candidates will undergo security vetting. Employment Equity candidates will be prioritised in accordance with the organisation’s EE Plan.
If applicants do not receive feedback within 90 days after the closing date, the application should be considered unsuccessful.
How to Apply
To apply for this job please visit sacaa.mcidirecthire.com.
Conclusion
The SACAA Contact Centre Trainee programme is an excellent starting point for individuals looking to build a career in customer service, administration, and communication within a respected public sector institution. With meaningful exposure to client interaction, systems management, and administrative processes, this opportunity offers a strong foundation for long-term career development.
FAQs
Who can apply for the SACAA Contact Centre Trainee role?
Applicants with an NQF Level 6 qualification in Marketing, Communications, Business Administration, Consumer Studies, or related fields.
Is call centre experience required?
Yes, a minimum of one year of call centre or client service experience is required.
Where is the position based?
The role is located in Centurion, Gauteng.
What is the nature of the contract?
It is a fixed-term contract lasting between one and two years.
How long will it take to receive feedback?
If you do not hear from SACAA within 90 days after the closing date, your application was unsuccessful
