Caredesk Co-ordinator (Platinum Desk)
Listing reference: track_001640
Listing status: Online
Apply by: 1 April 2026
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
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
- Assisting internal and external customers with queries.
- Susan health checks (HCs)
- Investigation on all products, including faulty units.
- Opening, allocating and following up on service requests (including Returned SRs)
- General office administration.
- Assisting with all Product Support related queries.
- Assisting with vehicle location.
- Assisting with afterhours SRs and allocating to standby technicians, according to process.
- Assisting customers with Finance queries.
- Odometer updating and unit resetting of all Tracker devices.
- Resetting and assistance regarding of passwords.
- Assisting with queries regarding Tracker web app, Willow, Fleet Logic, Eagle, Tracker Mobile app, Tracker Home, Tracker Care Guard and android & IOS ratings.
- Other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects and ad hoc duties).
- Monitoring of and responding of Hootsuite and Facebook, Twitter as well as other digital media platforms such as LinkedIn, HelloPeter and Tik-Tok.
- Provide daily reports and feedback to the supervisor, internal and external customers during shift hand over.
- Handle internal and external complaints and queries; including CEO complaints via digital media, Outlook, web queries and telephone.
- Capture, maintain and update customer and vehicle details on CRM and CDS sites.
- Assistance with Tracker Care Guard queries.
- Adding stats to iEvolve and social media spreadsheet.
- Upselling of contracts (Sales through Service).
- After-hour Reseller support.
- Any ad hoc duties from Resellers or other Tracker departments.
Minimum requirements
Minimum requirements
- Matric and 1 year call centre experience.
- Experience in a technical and/or IT contact centre will be advantageous.
- Excellent computer skills: MS Office, Facebook, Twitter, MS Outlook as well as MS Internet Explorer.
- Understanding of telematics & telecommunications, specifically GSM & satellite communication.
- Excellent Communication (verbal and written) skills.
- Experience in dealing with VIP clients.
- Ability to take ownership of tasks and queries.
- Able to work under pressure.
- Excellent knowledge on Tracker CRM, SUSAN application, TMS, CDS, Willow, FleetLogic and AURA.
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
Benefits
Medical Aid, Provident Fund