Tracker requires the services of a Customer Care Co-ordinator in the Caredesk department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.
Responsibilities:Ensure that telephonic/electronic requests and walk-in clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.Ensure that complaints/requests received at Director Level/Hellopeter/Social Media websites are resolved in line with service level agreements and standards as a priority.Monitor and oversee social media platforms.Be responsible for investigation, resolution, and reporting of all customer-related complaints, follow-up queries, and liaise with all necessary parties and departments regarding query resolution.Identify concerns or trends, investigate, and propose possible solutions for problems.Involvement in all financial queries, Tracker unit, application, and system-related queries and resolution received via the CareDesk.Attend to walk-in clients with a view of resolving queries/complaints.Ensure meeting of targets/deadlines as per Key Performance Agreement.Accurate record keeping of statistics as per stipulated guidelines and operating procedures.Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arises.Gather information including root cause analysis of complaints providing recommendations for Management's review.Minimum Requirements:Matric with 5 years working experience in a Contact Centre.Experience in handling director level or escalated complaints will be advantageous.Minimum 6 months to 1 year experience in handling escalations and/or complaints.Minimum 6 months to 1 year financial system (Willow) experience.Must have a genuine concern for customer complaints and work with dedication towards finding solutions.The ability to cope with a constantly changing and pressurized environment.Good understanding of operational environment (Product and systems knowledge) and analytical skills.Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.Must be self-motivated and a good team player.Excellent communication skills and high emotional intelligence (EQ) level.The ability to work in an environment where multi-skilling is required.Detail Oriented.Medical Aid, Provident Fund.
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