Multiskilled Product support Consultant

Tracker South Africa; Randburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

A leading technology services provider in Randburg is seeking a Multiskilled Product Support consultant. This role involves agent onboarding and training, identifying process gaps, and compiling monthly reports to enhance customer experience. Candidates should have at least 3 years of customer service experience, proficiency in Microsoft Office, and knowledge of relevant systems. Join this dynamic team to drive improvements in product support and customer satisfaction.

Qualifications

• At least 3 years of Call Centre/Customer Service experience focused on product support.
• Excellent knowledge of relevant Tracker systems and processes.
• Basic computer and typing skills.
• Excellent knowledge of Tracker systems (TMS, Eagle Eye, AHC, Telematic devices) and processes.

Responsibilities

• Assist with agent onboarding and training for new agents.
• Identify and document process gaps within the product support value chain.
• Compile monthly reports and track customer service metrics.
• Evaluate mailbox work allocations on behalf of administrators.
• Ensure all queries are resolved according to the relevant SOP.
• Provide proactive solutions to improve customer experience value chain.
• Conduct regular agent nesting initiatives with supervisors to drive improvements.
• Utilise data and insights to diagnose coaching and training needs.

Skills

Proficient skills in Microsoft Office

Call Centre/Customer Service experience

Technical experience

Knowledge of Tracker systems

Typing skills

Education

Matric NQF 4

Tools

TMS

Eagle Eye

AHC

Telematics

Job description

Tracker requires the services of a Multiskilled Product Support consultant in the customer Services, Product support department.This resource will support the existing organization of work and staff within the department as well as the supporting departments and stakeholders within Tracker. Identify and document process gaps with the assistance of the supervisor whilst assisting with agent onboarding/training and nesting for new agents. And continuously drive a feedback loop that enhances the overall Customer Experience and strategic objectives of the department.

Product Support Service Delivery

• Assist with agent onboarding/training and nesting for new agents.
• Identify and document process gaps within the product support value chain together with the assistance of the supervisor.
• Serve as a back-up resource to the Client Liaison Agent by performing the same function if needed to achieve productivity outputs.
• Assist on behalf of administrators by evaluating mailbox work allocations.
• Ensure that all relevant queries are resolved according to the relevant SOP.
• Provide proactive and innovative solutions to drive excellence in the customer experience value chain.
• Assist with any other tasks or duties assigned by the Supervisor as the need arises to ensure exceptional and efficient service.

Customer Value and Efficiencies

• Assist in driving compliance by ensuring adherence to schedule at all times and embarking on corrective action (within scope of control) where required.
• Contribute towards defining and driving the implementation of processes, policies, and systems to improve and enhance the product support value chain.
• Assist in driving improvements in product support and customer satisfaction by executing on the core strategies of the Product Support Department.
• Understand the key product support interactions in the customer lifecycle and drive relevant changes and improvements.
• Remain informed of the latest industry techniques and methods and apply best practices to areas of improvement.
• Define and implement best practice and fit-for-purpose processes and standards across the Product Support Department.

Adherence to Quality Assurance

• Strictly adhere to the company’s quality framework and standards.
• Perform regular side by side call interactions with Agents to assist in raising levels of competence.
• Conduct relevant agent nesting initiatives in collaboration with supervisors to drive continuous improvement in individual performance standards.
• Utilise relevant data and insights to diagnose coaching and training needs of agents for further action by supervisors.
• Conduct relevant agent nesting initiatives in collaboration with supervisors to drive continuous improvement in individual performance standards.
• Conduct remote call listening as a way to identify training needs and opportunities for improvement.
• Utilise relevant data and insights to diagnose coaching and training needs of agents for further action by supervisors.

Reporting, Analytics and Insights

• Compile monthly report (analytics) and send it for management’s review.
• Report on committed KPIs and track customer service metrics as they pertain to Product Support objectives.
• Assess relevant product support statistics and prepare detailed reports on findings in the form of business insights.
• Assess relevant product support statistics and prepare detailed reports on findings in the form of business insights.
• Review critical performance data regularly to monitor and measure productivity, goal progress and activity levels within Product Support.
• Assist in driving communication and insights regarding customer experience with all relevant internal and external stakeholders across the business where relevant.
• Essential: Matric NQF 4.
• Training: Proficient skills in Microsoft Office package (Word and Excel) basic computer & typing skills.
• At least 3-year Call Centre/Customer Service experience with a focus on product support.
• Previous technical experience is advantageous.
• Excellent knowledge of relevant Tracker systems (TMS, Eagle Eye, AHC, Telematic devices) and processes. Excellent Tracker System, Product & Interdepartmental Knowledge.

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