Caredesk Co-ordinator (Platinum Desk)
Listing reference: track_000660
Listing status: Closed
Apply by: 18 January 2022
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Gauteng
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg. Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. Requirement to work a 12 (twelve) hour shift (07h00 to 19h00 and 19h00 to 07h00) and standby shift as per departmental roster
Job description
Key Roles and Responsibilities:
· Loading of All Porsche/Infiniti /Aston Martin/Bentley/McLaren, Red Desk and Toyota contracts (Scheduling, DE-RE’s, COO- all products, POC).
· Post Installation/ Susan testing and support of all Tracker Platinum/VIP clients.
· Opening of service request/escalations of all Tracker clients.
· Attending to all Platinum/VIP Clients HC’s, (All Porsche, Infiniti, Aston Martin, Toyota etc.).
· Scheduling of technical staff for all Tracker clients.
· Odometer updating and unit resetting of all Tracker clients.
· Updating of client information on CRM and CDS.
· General office administration.
· Resetting and assistance regarding web logins/passwords of all Tracker Clients.
· Any other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects).
· TomTom related queries.
· All social media requests/queries for example Hootsuite, Facebook and Twitter.
· Provide daily reports and feedback to the supervisor and other internal and external customers (shift hand over).
· Involvement in all Tracker unit related investigations.
· Handle internal and external complaints.
· Zoning and de-zoning of all Vodacom generators.
· Capturing, maintaining and updating of customer and vehicle details on all applications.
· After hour assistance on all CDS units.
· Finance queries.
· Installation certificates.
· Adherence to schedules as determined on the telephony system.
· Attending to Web chat comments.
· Assist with Tracker Home signals and queries.
Minimum requirements
Qualifications and Experience Required:
· Matric
· 1 year experience in a technical and/or IT contact center.
· Computer skills: MS Office, Social media (Facebook, twitter), MS Outlook as well as MS Internet Explorer.
· Understanding of telematics & telecommunications, specifically GSM & satellite communication.
· Communication (verbal and written) skills.
· Ability to take ownership of tasks and queries.
· Excellent knowledge on Tracker CRM, SUSAN application, TMS, TEMS, CDS, Empower, Skytrax Web, WebFleet, 3rd party gateway application, Skytrax Sales Support, TX, Willow, Sensor Desk, web chat and SharePoint data.
Behavioural Competencies:
- Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message
- Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem
- Utilise the company’s values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility
- Deliver timeously on promises to the customer.
- Display active listening skills when communicating / interacting with others.
- Willingness to assist others when necessary, both internal and external customers
- Display a sense of urgency in achieving goals
- Display a high level of attention to detail