Product Support Agent (Durban)
Listing reference: track_001189
Listing status: Under Review
Apply by: 18 April 2024
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Durban
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units.
All queries and request will be assisted/dealt with efficiently and professional.
Job description
- Provide telephonic service 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 request from the clients
- General office administration (Pull reports, Investigation, Roaming and Login/reset passwords)
- Provide feedback to the internal and external customers
- Creating, allocate and follow up on service requests
- Handle internal and external complaints on Telephonically and emails
- Any other related tasks or duties assigned by the Supervisor / Line Manager
- Adherence/Comply to schedules as determined on the Telephony system.
Minimum requirements
- Must have Matric / Grade 12
- 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 on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.
- Attention to detail
- 1-year previous call centre experience
- Initiative
- Teamwork
- Problem solving
- Results driven
- Customer centric