Customer Engagement Agent (Inbound & Outbound)

at  Tracker South Africa

POSITION SUMMARY

Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: No

JOB DESCRIPTION

• The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards.
• Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.
• Accurate capturing of data and updating of client information while speaking with the client.
• Ensure that Customer Service standards are maintained in a highly pressurized environment.
• Meet targets as per Key Performance Agreement.
• Follow up on client’s outstanding queries.
• Accurate record keeping of statistics as per stipulated guidelines.
• Effective utilization of the post call service rating system
• Ability to interpret the financial system and assist clients with basic financial and legal queries.
• Contribute to effective retentions of customers through excellent query resolution. Show tolerance and patience in understanding customer complaints, and ability to positively turnaround the call.
• Post installation testing and unit related investigations. First line technical support for Tracker units.
• Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem.
• Adherence to schedules as determined on the Telephony system.
• Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
• Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division.

MINIMUM REQUIREMENTS

• Matric
• Minimum of 3-4 years Call Centre experience, of which 1 year dealing with a variety of queries and complaints in Inbound and Outbound.
• Tertiary qualification will be an advantage.
• Technical, Financial and Credit Control background would be an added advantage.
• A passion for customer service and a professional attitude at all times.
• Knowledge of Tracker products and systems would be an added advantage.
• The ability to cope with a constant changing and pressurised environment.
• The ability to work in an environment where multi-skilling is required.
• The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

Please refer the Job description for details