·           Marketing of Tracker products and services to both existing and prospective clients

·           Ensure that telephonic requests received within the Reconciliation Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained

·           Ensure that email requests (VAXs) received within the Reconciliation Division are handled efficiently and service level agreements are maintained

·           Manages all customer activities and the daily running of the Reconciliation call centre

·           Increases customer satisfaction via process improvement initiatives

·           Listening to calls to improve quality and minimise errors and track agent performance

·           Reviewing the performance of staff and identifying training and development needs

·           Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable

·           Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct

·           Recording stats, analyse trends and performance levels of the call centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis

·           Handling complex customer complaints

·           Coaching, training, motivating, and retaining staff

·           Manage department resources as required to support customer demands and needs

·           Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction

·           Assist with any other tasks or duties assigned by the Manager

·        Medical Aid

·        Provident Fund