Customer Engagement Agent (Inbound & Outbound)

Tracker South Africa; Gauteng; On-site; ZAR 120 000 - 240 000; Full time

Job summary

An established industry player is seeking a Customer Engagement Agent to join their Customer Service team. In this dynamic role, you will be the first point of contact for clients, addressing their queries and ensuring high standards of service are maintained. Your expertise in call center operations and customer service will be key in resolving issues efficiently and effectively. This position offers an opportunity to thrive in a fast-paced environment while contributing to customer retention and satisfaction. If you are passionate about helping others and possess strong interpersonal skills, this could be the perfect opportunity for you.

Qualifications

• 3-4 years Call Centre experience with inbound and outbound queries.
• Matric required; tertiary qualification is an advantage.

Responsibilities

• Answer incoming calls and resolve queries according to SOP.
• Maintain customer service standards in a high-pressure environment.
• Provide first line technical support for Tracker units.

Skills

Customer Service

Call Centre Experience

Interpersonal Skills

Problem Solving

Education

Matric

Tertiary Qualification

Tools

Telephony System

Financial System

Job description

Position Summary

Job Category: Customer Service

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE Position: Yes

Introduction:

Tracker requires the services of a Customer Engagement Agent in the Customer Service department based at Tracker Head Office in Johannesburg.

Key Responsibilities:

1. Be a one-stop call resolution employee by answering incoming calls and resolving queries from Tracker Clients according to relevant SOP and company standards.
2. Contribute towards maintaining a departmental Abandonment Rate and Service Level according to company standards.
3. Accurately capture data and update client information while speaking with the client.
4. Ensure that Customer Service standards are maintained in a highly pressurized environment.
5. Meet targets as per Key Performance Agreement.
6. Follow up on clients' outstanding queries.
7. Maintain accurate record keeping of statistics as per stipulated guidelines.
8. Utilize the post-call service rating system effectively.
9. Interpret the financial system and assist clients with basic financial and legal queries.
10. Contribute to effective retention of customers through excellent query resolution.
11. Show tolerance and patience in understanding customer complaints and positively turnaround calls.
12. Provide first line technical support for Tracker units.
13. Distribute Skytrax Service Requests after in-depth investigation and analysis of possible causes of problems.
14. Adhere to schedules as determined on the Telephony system.
15. Ensure that electronic communication received within the Customer Service Division is handled efficiently in line with SLA's and standards.
16. Assist with any other tasks or duties assigned by the Supervisor to ensure exceptional and efficient service within the Customer Service division.

Minimum Requirements:

1. Matric.
2. Minimum of 3-4 years Call Centre experience, including 1 year dealing with a variety of queries and complaints in Inbound and Outbound.
3. Tertiary qualification will be an advantage.
4. Technical, Financial and Credit Control background would be an added advantage.
5. A passion for customer service and a professional attitude at all times.
6. Knowledge of Tracker products and systems would be an added advantage.
7. The ability to cope with a constantly changing and pressurized environment.
8. The ability to work in an environment where multi-skilling is required.
9. Excellent interpersonal skills and attention to detail.