Caredesk Co-ordinator (Platinum Desk)
Listing reference: track_001158
Listing status: Closed
Apply by: 23 January 2024
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 an agent in the Care desk department based at our Head Office in Johannesburg. This position requires a candidate who is focused; customer service orientated; well-spoken; “willing to go the extra mile” and has above average knowledge on both the RF and GSM and Susan products. The individual will be required to work Monday to Friday, 08h00 until 17h00.
Job description
Key Roles and Responsibilities:
· Assisting NECC with stolen and hijacked vehicles in line with SLA.
· Assisting internal and external customers with product related request.
· Post-installation and Susan testing and health checks (HC’s).
· Communicating information as requested to all Tracker Platinum/VIP Clients.
· Investigation on faulty units, all Telematics units.
· Opening, allocating and following up on service request.
· Attending to all Platinum/VIP Clients Health Cases, (All Porsche, Infiniti, Aston Martin, Maserati, etc.)
· General office administration.
· Odometer updating and unit resetting of all Tracker Clients.
· Resetting and assistance regarding Web logins/Passwords.
· Assisting with all MyTracker web, Empower, Fleet Logic, Eagle and Tracker Mobile App queries.
· Any other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects).
· Hootsuite - Facebook and Twitter request.
· Provide daily reports and feedback to the Supervisor and other internal and external customers (shift hand over).
· Handle internal and external complaints.
· Zoning and De-Zoning of all Vodacom generators.
· Capture, maintain and update customer and vehicle details on CRM and CDS sites.
· Monitoring, actioning and investigating of Sensor Desk signals (Tracker Home) and Tracker Home app.
· Following up on Returned SR’s.
· Assistance with Tracker Care Guard app.
· Assistance with Tracker Health Care.
· Upselling of contracts.
Minimum requirements
Qualifications and Experience Required:
· 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, Empower, Skytrax Web, Webfleet, Willow, Sensor Desk and application, Tracker Health Care and Hootsuite.
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
Should you not hear from us within 4 weeks, please consider your application unsuccessful.