Gateway Airports Authority Limited (GAAL) is a provincially owned business enterprise responsible for managing Polokwane International Airport. GAAL invites applications from qualified and experienced candidates for the position of Customer Relations Officer to join their dedicated team. This role is integral to ensuring that customers receive exceptional service and support while maintaining the smooth operation of airport services.
If you’re looking for a dynamic and engaging career within the aviation sector, the Customer Relations Officer vacancy at Gateway Airports Authority Limited might be the perfect opportunity for you. In this article, we will dive into the details of the position, the qualifications required, and the responsibilities you can expect to handle.
Customer Relations Officer Position Overview
- Job Title: Customer Relations Officer
- Reference Number: CRO 04/2025
- Location: Polokwane International Airport
- Remuneration: R128,400 per annum (excluding benefits such as housing allowance, provident fund, and medical aid)
- Reports to: Supervisor Information Help Desk
Customer Relations Officer Job Description
As a Customer Relations Officer, you will report directly to the Supervisor of the Information Help Desk. The role demands a dedicated individual with excellent customer service skills, the ability to solve problems, and a passion for assisting travelers and clients. Your duties will primarily involve handling customer inquiries, resolving issues, and providing timely solutions to ensure a seamless experience for all visitors at the airport.
Key Responsibilities
The main duties of the Customer Relations Officer include:
- Handling Customer Inquiries: As the first point of contact, you will interact with customers who have questions, complaints, or requests. Your role will involve providing accurate information to help address these queries promptly.
- Resolving Customer Issues: You will be responsible for resolving customer issues effectively. This could range from answering simple questions to handling more complex issues that require further investigation.
- Providing Support: Your role involves directing customers to the appropriate departments, ensuring that they receive the help they need. You will be responsible for maintaining a detailed record of interactions with customers, ensuring no issues are left unresolved.
- Recommending Products/Services: Based on the nature of the customer’s inquiry, you will suggest relevant products or services that could further benefit them, enhancing the overall customer experience.
- Maintaining Accurate Records: It is important to keep accurate records of all customer interactions. These records will help the airport management to identify recurring problems, allowing them to address these issues efficiently.
- Following Up on Customer Concerns: As part of your customer service responsibilities, you will follow up on unresolved issues, ensuring that the customer is satisfied with the final outcome.
Qualifications and Skills Required
To qualify for the Customer Relations Officer position, candidates must meet the following criteria:
- Minimum Qualification: A National Qualifications Framework (NQF) Level 6 in Customer Relations/Service, Frontline, Marketing, Business, or Data Analysis, Tourism, or related fields.
- Experience: A minimum of one (1) year of experience in serving customers, with a strong focus on customer service.
- Additional Advantage: Experience in data capturing will be an added advantage.
Skills and Competencies
Successful candidates should demonstrate the following:
- Excellent Communication Skills: Clear and concise communication is vital, as you will interact with diverse customers and stakeholders.
- Interpersonal Skills: Being able to build rapport and maintain a positive relationship with customers is essential.
- Active Listening Skills: Listening attentively to customers’ concerns ensures that you can resolve issues effectively.
- Problem-Solving Skills: Being able to think critically and solve problems is a crucial aspect of this role.
- Time Management: Prioritizing tasks and managing your time efficiently will ensure that all responsibilities are handled within the given timeframe.
- Knowledge of PI System and Media Platforms: Familiarity with airport systems and media platforms will be beneficial.
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Application Process
Interested candidates are invited to submit their cover letter, comprehensive CV, certified copies of qualifications, ID document, and driver’s license to the following:
Postal Address:
Human Resources Manager
Gateway Airport Authority Limited
P.O. Box 1309
Polokwane 0700
Alternatively, applications can be hand-delivered to the Registry Office at GAAL Old Terminal Building, Landros Mare Street/N1 North to Makhado, Gateway Weg, Polokwane.
E-mail Applications: HR.Admin@gaal.co.za
For inquiries, please contact Ms. Faith Moropana at:
- Phone: (087) 291 1074 or (087) 291 1056
Closing Date: 28th March 2025
Note: Applicants should consider their application unsuccessful if no response is received within two months of the closing date.
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Equal Opportunity and Affirmative Action
GAAL is committed to fostering an inclusive and diverse workforce. The organization encourages applications from individuals of different races, genders, and people with disabilities. All employment decisions will align with the organization’s Employment Equity Plan.
The Customer Relations Officer vacancy at Gateway Airports Authority Limited offers an excellent opportunity to be part of a dynamic team in the aviation industry. This position will not only allow you to grow professionally but also give you the chance to make a significant impact by enhancing the customer experience at Polokwane International Airport.
