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

Job description

Key Roles and 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

Qualifications and Experience Required:

  • Minimum requirement is matric coupled with 3-4 years working experience in a Contact Centre.
  • Previous contact centre experience in a sales or retention environment is essential.
  • Minimum 1 year experience in handling Technical queries, Retaining of clients and financial background.
  • A passion for customer service and a professional attitude at all times.
  • Excellent product and systems knowledge.
  • The incumbent should have excellent interpersonal skills.
  • 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. 

Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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