Caredesk Co-ordinator (Platinum Desk)

Tracker South Africa; Randburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tracker South Africa requires a Caredesk Co-ordinator in the Customer Experience Centre based at our Head Office in Johannesburg. Day shift is 08h00 - 17h00, handling client queries and coordinating service requests across Tracker platforms.

You will investigate product issues, manage support tickets, assist with vehicle tracking and related finance queries, and upsell contracts where appropriate. Strong communication and multi-system proficiency are essential.

Qualifications

• Matric with at least 1 year call centre experience.
• Excellent verbal and written communication, VIP client handling.
• Strong computer skills and ability to use multiple systems (CRM, SUSAN, TMS, CDS).

Responsibilities

• Assist internal and external customers with queries.
• Investigate products, including faulty units.
• Open, allocate and follow up on service requests (including Returned SRs).
• General office administration.
• Assist with all Product Support related queries.
• Assist with vehicle location.
• Assist with afterhours SRs and standby technicians allocation.
• Assist customers with Finance queries.
• Update odometers and reset units on Tracker devices.
• Reset passwords and assist with Tracker web app and mobile apps.
• Handle queries on Tracker apps and related platforms.
• Perform ad hoc duties as assigned by supervisor/line manager.
• Monitor social media and provide feedback to supervisor.
• Provide daily reports during shift handover.
• Address complaints and queries; maintain professionalism.
• Capture and update customer and vehicle details on CRM/CDS sites.
• Upsell contracts (Sales through Service).
• After-hour Reseller support.
• Other tasks from Resellers or Tracker departments.

Skills

Call centre experience

Communication skills

Ownership of tasks

Pressure handling

Attention to detail

VIP client handling

Education

Matric/Grade 12

Tools

Tracker CRM

SUSAN

TMS

CDS

Willow

FleetLogic

AURA

Job description

Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg. Requirement to work Day shift only 08h00 - 17h00.

• Assisting internal and external customers with queries.
• Investigation on all products, including faulty units.
• Opening, allocating and following up on service requests (including Returned SRs)
• General office administration.
• Assisting with all Product Support related queries.
• Assisting with vehicle location.
• Assisting with afterhours SRs and allocating to standby technicians, according to process.
• Assisting customers with Finance queries.
• Odometer updating and unit resetting of all Tracker devices.
• Resetting and assistance regarding of passwords.
• Assisting with queries regarding Tracker web app, Willow, Fleet Logic, Eagle, Tracker Mobile app, Tracker Home, Tracker Care Guard and android & IOS ratings.
• Other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects and ad hoc duties).
• Monitoring of and responding of Hootsuite and Facebook, Twitter as well as other digital media platforms such as LinkedIn, HelloPeter and Tik-Tok.
• Provide daily reports and feedback to the supervisor, internal and external customers during shift hand over.
• Handle internal and external complaints and queries; including CEO complaints via digital media, Outlook, web queries and telephone.
• Capture, maintain and update customer and vehicle details on CRM and CDS sites.
• Assistance with Tracker Care Guard queries.
• Adding stats to iEvolve and social media spreadsheet.
• Upselling of contracts (Sales through Service).
• After-hour Reseller support.
• Any ad hoc duties from Resellers or other Tracker departments.
• 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, Willow, FleetLogic and AURA.
• Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message
• Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem
• Utilise the company’s values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility
• Deliver timeously on promises to the customer.
• Display active listening skills when communicating / interacting with others.
• Willingness to assist others, when necessary, both internal and external customers
• Display a sense of urgency in achieving goals
• Display a high level of attention to detail