Listing reference: track_001297
Listing status: Online
Apply by: 5 November 2024
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Gauteng
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg. Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. Requirement to work a 12 (twelve) hour shift (07h00 to 19h00 and 19h00 to 07h00) and standby shift as per departmental roster.
Job description
Assisting NECC with stolen and hijacked vehicles in line with SLA.
Assisting internal and external customers with product-related requests.
Post-installation and Susan testing and health checks (HC's).
Communicating information as requested to all Tracker Platinum/VIP Clients.
Investigation on faulty units, all Telematics units.
Opening, allocating and following up on service requests.
Attending to all Platinum/VIP Clients Health Cases (All Porsche, Infiniti, Aston Martin, Maserati, etc.).
General office administration.
Odometer updating and unit resetting of all Tracker Clients.
Resetting and assistance regarding Web logins/Passwords.
Assisting with all MyTracker web, Empower, Fleet Logic, Eagle and Tracker Mobile App queries.
Any other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects).
Hootsuite - Facebook and Twitter requests.
Provide daily reports and feedback to the Supervisor and other internal and external customers (shift handover).
Handle internal and external complaints.
Zoning and De-Zoning of all Vodacom generators.
Capture, maintain and update customer and vehicle details on CRM and CDS sites.
Monitoring, actioning and investigating of Sensor Desk signals (Tracker Home) and Tracker Home app.
Following up on Returned SR's.
Assistance with Tracker Care Guard app.
Assistance with Tracker Health Care.
Upselling of contracts.
Minimum requirements
Matric
1 year call centre experience.
Experience in a technical and/or IT contact centre will be advantageous.
Excellent computer skills: MS Office, Facebook, Twitter, MS Outlook as well as MS Internet Explorer.
Understanding of telematics & telecommunications, specifically GSM & satellite communication.
Excellent Communication (verbal and written) skills.
Experience in dealing with VIP clients.
Ability to take ownership of tasks and queries.
Able to work under pressure.
Excellent knowledge on Tracker CRM, SUSAN application, TMS, CDS, Empower, Skytrax Web, Webfleet, Willow, Sensor Desk and application, Tracker Health Care and Hootsuite.
Behavioural Competencies:
Address customers in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message.
Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem.
Utilise the company's values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility.
Deliver timeously on promises to the customer.
Display active listening skills when communicating/interacting with others.
Willingness to assist others when necessary, both internal and external customers.
Display a sense of urgency in achieving goals.
Display a high level of attention to detail.
Should you not hear from us within 4 weeks, please consider your application unsuccessful.
Benefits
Medical Aid, Provident Fund
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