·       The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards.

·       Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.

·       Accurate capturing of data and updating of client information while speaking with the client.

·       Ensure that Customer Service standards are maintained in a highly pressurized environment.

·       Meet targets as per Key Performance Agreement.

·       Follow up on client’s outstanding queries.

·       Accurate record keeping of statistics as per stipulated guidelines.

·       Effective utilization of the post call service rating system

·       Ability to interpret the financial system and assist clients with basic financial and legal queries.

·       Contribute to effective retentions of customers through excellent query resolution. Show tolerance and patience in understanding customer complaints, and   ability to positively  turnaround the call.

·       Post installation testing and unit related investigations. First line technical support for Tracker units.

·       Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem.

·       Adherence to schedules as determined on the Telephony system.

·       Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.

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