Product Support Agent

Position Summary

Industry: IT & Internet

Job category: Customer Service

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: No

Introduction
Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and requests will be assisted/dealt with efficiently and professionally.

Job Description

1. Provide telephonic service to existing clients.
2. Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries).
3. Liaise with internal/external clients, branches, consultants, and fitment departments.
4. Capture, maintain, and update customer and vehicle details.
5. Communicate with the Cancellation department when receiving cancellation requests from clients.
6. General office administration (Pull reports, Investigation, Roaming and Login/reset passwords).
7. Provide feedback to internal and external customers.
8. Create, allocate, and follow up on service requests.
9. Handle internal and external complaints via telephone and email.
10. Any other related tasks or duties assigned by the Supervisor/Line Manager.
11. Adhere/comply with schedules as determined on the Telephony system.

Minimum Requirements

1. Must have Matric/Grade 12.
2. 1-year previous call centre experience.
3. Computer skills: MS Office, MS Outlook, and MS Internet Explorer.
4. Understanding of telematics & telecommunications, specifically GSM & satellite communication.
5. Excellent communication (verbal and written) skills.
6. Ability to take ownership of tasks and queries.
7. Excellent knowledge of Tracker TMS, CRM, CDS, Skytrax Web, and Skytrax Sales Support.

Competencies

1. Attention to detail.
2. Initiative.
3. Teamwork.
4. Problem solving.
5. Results driven.
6. Customer centric.