Customer Engagement Agent (Inbound & Outbound)

Tracker South Africa; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading technology firm in Gauteng is seeking a Customer Engagement Agent for their Customer Service department. The role involves handling customer queries through calls, ensuring high standards of service, and working under pressure. Candidates must have minimum 3-4 years of call centre experience, ideally with a background in technical and financial areas. Excellent interpersonal skills and a passion for customer service are essential. The position is based at the Tracker Head Office in Johannesburg.

Qualifications

• Minimum of 3-4 years Call Centre experience.
• Experience in handling inquiries in Inbound and Outbound.
• Technical, Financial and Credit Control background preferred.

Responsibilities

• Resolve queries received from clients via calls.
• Maintain Customer Service standards in a pressurized environment.
• Capture data accurately while interaction with clients.
• Provide first-line technical support for Tracker units.

Skills

Customer service

Call Centre experience

Interpersonal skills

Problem-solving

Technical knowledge

Education

Matric

Tertiary qualification

Job description

Overview

Listing reference: track_

Listing status: Online

Apply by: 31 July

Position summary

Job category: Customer Service

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: No

Introduction

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

Responsibilities

• The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from TrackerClients 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 CustomerService division.

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.

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