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Tracker requires the services of Customer Service/Retention Agents in the Customer Services department based at Tracker Head Office in Johannesburg.

Job description

·      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

·    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.
·      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.
·      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: 010 140 3099 Email: trackersupport@pnet.co.za
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