Listing reference: track_001215 Listing status: Online Apply by: 20 May 2024 Position summary Job category: Customer Service Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Tracker requires the services of a Customer Engagement Agent in the Customer Service department based at Tracker Head Office in Johannesburg. · The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards. · Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards. · Accurate capturing of data and updating of client information while speaking with the client. · Ensure that Customer Service standards are maintained in a highly pressurized environment. · Meet targets as per Key Performance Agreement. · Follow up on client’s outstanding queries. · Accurate record keeping of statistics as per stipulated guidelines. · Effective utilization of the post call service rating system · Ability to interpret the financial system and assist clients with basic financial and legal queries. · Contribute to effective retentions of customers through excellent query resolution. Show tolerance and patience in understanding customer complaints, and ability to positively turnaround the call. · Post installation testing and unit related investigations. First line technical support for Tracker units. · Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem. · Adherence to schedules as determined on the Telephony system. · Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards. · Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division. Matric Minimum of 3-4 years Call Centre experience, of which 1 year dealing with a variety of queries and complaints in Inbound and Outbound. Tertiary qualification will be an advantage. Technical, Financial and Credit Control background would be an added advantage. A passion for customer service and a professional attitude at all times. Knowledge of Tracker products and systems would be an added advantage. The ability to cope with a constant changing and pressurised environment. The ability to work in an environment where multi-skilling is required. The incumbent should have excellent interpersonal skills and the ability to pay attention to details. Do you require assistance with the registration or application process ? Click the button below to visit our FAQ/Support page and ask for help. #J-18808-Ljbffr