Customer Engagement Agent (Inbound & Outbound)

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

Job summary

A technology service provider is looking for a Customer Engagement Agent based in Johannesburg. The role involves answering calls and resolving customer queries, maintaining service standards, and capturing client data accurately. Candidates should have a passion for customer service, a Matric certificate, and at least 3-4 years of experience in a Call Centre environment. A tertiary qualification and a technical background are advantageous. This is a full-time position.

Qualifications

• Minimum of 3-4 years Call Centre experience, including dealing with inbound and outbound queries.
• Technical, Financial, and Credit Control background would be an advantage.
• Ability to cope with a constantly changing and pressurised environment.

Responsibilities

• Answer incoming calls and resolve client queries according to SOP.
• Maintain departmental abandonment rate and service level.
• Conduct follow-ups on client's outstanding queries.

Skills

Customer service

Problem-solving

Communication

Education

Matric

Tertiary qualification

Job description

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Introduction

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

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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