Product Support Agent (Tracker)

Providing support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and requests will be assisted/dealt with efficiently and professionally.
ResponsibilitiesProvide telephonic service to existing clients.Handle after installation product support related queries (TomTom, Empower, Skygistics, and Skytrax related queries).Liaise with internal/external clients, branches, consultants, as well as fitment departments.Capture, maintain, and update customer and vehicle details.Communicate with the Cancellation department when receiving cancellation requests from clients.General office administration (pull reports, investigation, roaming, and login/reset passwords).Provide feedback to internal and external customers.Create, allocate, and follow up on service requests.Handle internal and external complaints telephonically and via email.Any other related tasks or duties assigned by the Supervisor/Line Manager.Adhere to schedules as determined on the Telephony system.Minimum RequirementsMust have Matric/Grade 12.1-year previous call centre experience.Computer skills: MS Office, MS Outlook, as well as MS Internet Explorer.Understanding of telematics & telecommunications, specifically GSM & satellite communication.Excellent communication (verbal and written) skills.Ability to take ownership of tasks and queries.Excellent knowledge of Tracker TMS, CRM, CDS, Skytrax Web, and Skytrax Sales Support.CompetenciesAttention to detail.Initiative.Teamwork.Problem solving.Results driven.Customer centric.
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