Tracker

Introduction

Tracker requires the services of a Retention Call Centre Agent in the Customer Service department based at Tracker Head Office in Johannesburg. This is a permanent position.

Job description

Responsibilities:

·      Ensure that telephonic / electronic requests and walk-in clients received within the Client Service Department are handled efficiently and in line with service level agreements and standards.

·      Meet targets as per Key Performance Agreement.

·      Deal with customer queries and complaints in a competent, efficient and professional manner.

·      Follow up on client’s outstanding queries and provide constant feedback to management and relevant stakeholders.

·      Demonstrate excellent knowledge of product and service offerings, system knowledge, client history, retention criteria and loss ratios in order to provide an improved customer experience and retain the client.

·      Negotiate and make relevant product and service adjustments in line with product pricing and Trackers retention strategy.

·      Manage multiple outbound campaigns.

·      Manage time and workloads to ensure that deadlines and targets are met.

·      Identify concerns or trends, investigate and propose possible solutions for problems.

·      Accurate record keeping of statistics as per stipulated guidelines.

·      Adherence to schedules as determined.

·      Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient client service.


Minimum requirements

Skills/Knowledge

·   Minimum requirement is matric coupled with 3-4 years working experience in a Call Centre.

·      Previous call centre experience in a sales or retention environment is essential.

·      A passion for customer service and a professional attitude at all times.

·      Minimum 1 year experience in handling Technical queries, Retaining of clients and financial background.

·      Excellent product and systems knowledge.

·      The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

·      The ability to cope with a constant changing and pressurised environment.

·      The ability to work in an environment where multi-skilling is required. Work accurately with high level of attention to detail.

·      Advanced MS Office proficiency. 


Benefits: Medical Aid, Provident Fund

Should you not hear from us within 4 weeks, please consider your application unsuccessful.


Do you require help with the registration process?

Our Support team is here to assist. Tel: 0861 22 7337 / 0861 CAREER Email: trackersupport@pnet.co.za