·       Serve as the primary point of contact for Technicians across local and national regions, providing comprehensive support as required.

·       Assist Technicians in resolving issues related to product or vehicle information, alternative contact details, line items, addresses, and client communication.

·       Manage and monitor the technical support email inbox to ensure timely responses and resolution.

·       Collaborate with Support Agents to confirm technician availability and scheduling.

·       Follow up on task statuses with Technicians locally and nationally to ensure appointments are completed as planned.

·       Contribute towards operational efficiency by maintaining the agreed minimum target (e.g. 4.5 jobs per Technician per day) in support of overall revenue growth.

·       Monitor and live-track Technicians locally and provide national support to minimize missed appointments and enhance service reliability in line with policies and procedures.

·       Manually assign unallocated tasks by contacting clients to confirm new dates and times in line with relevant SOPs.

·       Verify newly allocated tasks on the day of the appointment to ensure accurate assignment.

·       Review upcoming scheduled tasks to identify and correct booking errors promptly.

·       Assess future bookings to identify opportunities for rescheduling and improved efficiency and subsequently liaise with clients to confirm revised dates and times.

·       Reallocate incorrectly booked tasks when feasible; otherwise, coordinate with agents to initiate rebooking.

·       Manage task reallocation or rebooking when Technicians are unable to meet scheduled appointments due to delays, testing issues, or installation challenges.

·       Promptly resolve system errors that prevent schedulers from booking tasks effectively.

·       Maintain direct communication with Technicians and customers as required to ensure smooth operations and excellent customer service.

·       Strictly adhere to the company’s quality framework and standards (Voice & Data).

·       Ensure the accuracy and quality of the data captured on the Tracker systems are in line with the departmental SOPs.

·       Comply with Tracker’s quality assurance framework and standards across all interaction channels (voice, and digital), ensuring professionalism, accuracy, and a positive customer experience.

·       Adhere to approved call handling and objection-handling scripts, demonstrating consistency, product knowledge, and adherence to customer experience and compliance protocols.

·       Follow all SOPs and apply designated scripts or processes relevant to specific service level agreements (SLAs) or support requirements.

·       Ensure all customer interactions are conducted in line with quality, compliance, and relevant regulations, maintaining a high standard of integrity and service excellence.

·       Participate in regular quality evaluations and feedback sessions, applying recommendations to continuously improve communication skills and compliance performance.