·       Client and Service Request Handling

·       Efficiently handle telephonic, electronic, and walk-in customer inquiries in compliance with established Service Level Agreements (SLAs), policies and procedures.

·       Open, allocate, and monitor service requests (SRs) to ensure timely resolution and customer satisfaction.

·       Accurately load contracts, schedule services, and process contract amendments as requested by customers, including re-contracting and upselling opportunities.

·       Prepare and deliver daily operational reports and comprehensive shift handovers to supervisors and relevant stakeholders.

·       Address internal and external queries and complaints promptly and professionally, ensuring effective problem resolution.

·       Track and follow up on returned service requests to guarantee closure and maintain service quality standards.

VIP and Platinum Gold Customer Support

·       Attend to health-related cases for ring-fenced customers, such as issues with faulty stacks, ensuring prompt and effective resolution.

·       Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards.

·       Assist the NECC team in managing stolen and hijacked vehicle cases in strict accordance with Service Level Agreements (SLAs).

·       Maintain regular and effective communication with internal stakeholders to ensure alignment and smooth operational processes

Technical and Product Support

·       Investigate faulty units thoroughly and escalate issues to the appropriate teams when necessary to ensure timely resolution.

·       Perform post-installation testing and comprehensive health checks to confirm optimal functionality of installed units.

·       Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.

·       Assist customers with resetting web logins and resolving password-related issues promptly and professionally.

·       Provide support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.

·       Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

·                 Data and System Management

·       Investigate faulty units thoroughly and escalate unresolved issues to the appropriate teams to ensure timely resolution.

·       Perform post-installation testing and conduct comprehensive health checks to confirm optimal functionality of installed units.

·       Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.

·       Assist customers with resetting web logins and resolving password-related issues promptly and professionally.

·       Provide expert support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.

·       Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

·               Continuous Improvement & Reporting

·       Identify concerns or trends; investigate and propose solutions proactively.

·       Gather root cause analysis of complaints and provide recommendations for management review and further action.

·       Compile and distribute daily, weekly, and monthly operational reports to provide visibility on service request volumes, resolution times, and SLA compliance.

·       Assist with monitoring and tracking key performance indicators (KPIs) and escalate any deviations from targets to management for corrective action.

·       Maintain accurate records of customer interactions, service requests, and contract amendments for audit and reporting purposes.

·       Prepare shift handover reports summarizing outstanding tasks, escalations, and critical updates to ensure seamless continuity of operations.

·       Assist with generating trend analysis reports to identify recurring issues and recommend process improvements.

·       Validate data accuracy in reports before submission to stakeholders to ensure reliability and consistency.

·       Assist with any other tasks or special projects assigned by the Supervisor/Manager.