Customer Care Co-ordinator
Listing reference: track_001701
Listing status: Online
Apply by: 11 June 2026
Position summary
Industry: IT & Internet
Job category: Client Services
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Customer Care Co-ordinator in the Caredesk department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.
Job description
- Ensure that telephonic / electronic requests and walk-in clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.
- Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a priority.
- Monitor and oversee social media platforms.
- Be responsible for investigation, resolution and reporting of all customers related complaints follow up queries and liaise with all necessary parties and departments regarding query resolution.
- Identify concerns or trends, investigate, and propose possible solutions for problems.
- Involvement in all financial queries, Tracker unit, application and system related queries and resolution received via the CareDesk
- Attend to walk in clients with a view of resolving queries / complaints.
- Ensure meeting of targets / deadlines as per Key Performance Agreement.
- Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
- Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise.
- To gather information including root cause analysis of complaints providing recommendations for Managements review.
Minimum requirements
- Matric with 5 years working experience in a Contact Centre.
- Experience in handling director level or escalated complaints will be advantageous.
- Minimum 6 months to 1 year experience in handling escalations and/complaints.
- Minimum 6 months to 1 year financial system (willow) experience.
- Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
- The ability to cope with a constant changing and pressurized environment.
- Good understanding of operational environment (Product and systems knowledge) and analytical skills
- Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.
- Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.
Competencies
- Must be self-motivated and a good team player.
- Excellent communication skills and high emotional intelligence (EQ) level.
- The ability to work in an environment where multi-skilling is required.
- Assertive
- Detail Oriented
Benefits
Medical Aid, Provident Fund