Customer Care Co-ordinator

Tracker Connect; Randburg; On-site; ZAR 200,000 - 280,000; Full time

Job summary

Tracker Connect is seeking a Customer Care Co-ordinator to join their Caredesk department in Johannesburg. This role requires a diligent individual with strong communication skills and a passion for customer experience. You will ensure that customer interactions are managed efficiently and resolve issues in compliance with service level agreements. Candidates must have a Matric and at least 5 years of experience in a contact center environment.

Benefits

Medical Aid

Provident Fund

Qualifications

• 5 years working experience in a Contact Centre.
• Experience in handling director level or escalated complaints is advantageous.
• Minimum 6 months to 1 year experience in handling escalations and complaints.

Responsibilities

• Ensure telephonic/electronic requests and walk-in clients are handled efficiently.
• Investigate and resolve customer-related complaints.
• Monitor and oversee social media platforms.

Skills

Customer Experience

Analytical Skills

Communication Skills

Problem Solving

Social Media Knowledge

Education

Matric

Tools

Financial Systems (Willow)

Job description

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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.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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