1805 - Service Controller

at  Ctrack

QUALIFICATIONS AND EXPERIENCE:

• Minimum Matric or equivalent.
• 2-3 years of relevant work experience, preferably within a call center/customer service environment.
• Proficiency in Microsoft Outlook, Word and Excel.
• Fluent in English, preferably bilingual in Afrikaans.
• Must be computer literate.
• Good customer relationship management (CRM) systems knowledge.
• Flexibility to work in shifts.

SKILLS REQUIRED:

• Good written and verbal communication skills.
• Excellent problem-solving skills.
• Good decision making.
• Exceptional customer service and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to handle difficult customer situations with empathy and professionalism.
• Ability to multi-task, prioritize, and manage time effectively.

• Receive new requests for installations from the New Business and Contracts Department
• Efficiently schedule all customer requests to ensure that Technicians’ time and knowledge is optimally used.
• Consistently monitor the progress of all calls logged and scheduled.
• Ensure all jobs are allocated to the technicians.
• Actively liaise with the control room to test customer vehicles when required.
• Ensure the use of all internal systems to allocate work to technicians.
• Ensure all necessary and required information is captured and updated on the system.
• To receive calls and or emails from customers requesting repairs and de and re-installations of their units.
• Attend to and proactively manage all customer requests and ensure query resolution.
• Ensure all information is accurately and timeously logged.
• Check warrantied and follow up to ensure accurate invoicing.
• Ensure all queries are escalated to the correct channels.
• Responsible for stock control.