Caredesk Co-ordinator (Platinum Desk)

at  Tracker South Africa

POSITION SUMMARY

Industry: IT & Internet
Job category: Customer Service
Location: Gauteng
Contract: Permanent
Remuneration: Market Related
EE position: Yes

JOB DESCRIPTION

• 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

• 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.

Please refer the Job description for details