Customer Engagement Agent (Inbound & Outbound)

Tracker Connect; Randburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology services company in Randburg seeks a Customer Engagement Agent to handle client queries and ensure high levels of customer service. Candidates should possess at least 3-4 years of Call Centre experience, with an emphasis on problem-solving and interpersonal skills. Benefits include medical aid and a provident fund. The role requires precision in data handling and a strong commitment to service delivery amidst pressures.

Benefits

Medical Aid

Provident Fund

Qualifications

• Minimum of 3-4 years of Call Centre experience, with at least 1 year handling various queries.
• Technical, Financial and Credit Control background is a plus.
• Excellent attention to detail and ability to cope in a pressurized environment.

Responsibilities

• Answer incoming calls and resolve queries from clients.
• Maintain departmental standards of Abandonment Rate and Service Level.
• Accurate data capturing and updating client information.

Skills

Call Centre experience

Customer service orientation

Problem-solving skills

Interpersonal skills

Education

Matric

Tertiary qualification

Job description

Position Summary

Industry: IT & Internet
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.

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.

Benefits

• Medical Aid
• Provident Fund