Senior Monitoring Control Centre Operator
Listing reference: track_001256
Listing status: Under Review
Apply by: 26 July 2024
Position summary
Industry: IT & Internet
Job category: Sales and Purchasing
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the Services of a Senior Operator in the Volvo on Call (VOC)/Bureau/Susan monitoring Control
Centre based within the MCC at Head Office in Johannesburg. This position requires a candidate who is committed
to delivering extra ordinary customer service as well as conscious about our customers and their vehicle safety. The
ideal person will also be responsible for ensuring effective customer liaison interactions and dispute resolution. The
ideal person should be able to work shifts of 12 hours, be committed and dedicated and work in a highly disciplined
environment.
Job description
Key roles and responsibilities:
Control Centre Duties and Functions
- Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets.
- Working totally independent on a daily basis
- Excellent listener, able to analyse and interpret information
- Capacity to clearly present information, either written or verbal
- Accurate and timeous communication and follow through on all calls/cases received
- Ensure VOLVO Customer Service Standards are maintained, and problems solved in a professional manner
- Selling SVR to new VOLVO customers
- Dealing with VOLVO stolen vehicle recovery, immobilizing the vehicle and working very close with the NECC when handing over (taking control of the entire situation)
- Vast knowledge of the Volvo vehicle/s, including technical aspects
- Bureau services provided to Tracker Fleet customers (Fleet management) on Empower.
- Assisting supervisors and attending to the MCC signals when required (dual function)
- Ensure all your administrative and shift duties are accurate and complete
- Ability to regulate and mange one’s emotions in a healthy productive manner
- Ensuring the optimal alignment of employee behaviour with the organisation’s vision and values
- Capacity to foster trust and create the emotional intelligence on how to deal respectfully and understandingly with others & customers
- Resilience to stress in appropriately balancing these various pressures to maintain stable performance
Minimum requirements
Qualifications, experience and competencies required:
- Grade 12 or an equivalent NQF level 4 Qualification
- 2 years’ experience in customer service delivery industry
- Call centre experience will be an added advantage
- Proficiency in MS Office.
- Grade C PSIRA registration would be an advantage
- Must be able to work shifts, have a driver’s license and own/reliable transport
- Open communication with honesty and integrity is essential
- Punctual