Senior Monitoring Control Centre Operator

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

Job summary

A leading vehicle monitoring company in Randburg is seeking a Senior Operator to work in the Control Centre. This role requires a commitment to exceptional customer service and involves handling disputes and inquiries effectively. Candidates should have a Grade 12 qualification, PSIRA Grade E, and at least 2 years of experience in customer service. The position involves working shifts and managing customer interactions regarding vehicle safety and recovery, making strong communication and analytical skills essential.

Qualifications

• Minimum of 2 years’ experience in customer service delivery industry.
• Call centre experience preferred.
• Must be able to work shifts and have reliable transport.

Responsibilities

• Plan and organize own work environment to meet objectives.
• Maintain VOLVO Customer Service Standards.
• Sell SVR to new VOLVO customers.
• Manage VOLVO stolen vehicle recovery and communicate accurately.

Skills

Customer service delivery

Emotional intelligence

Communication

Analytical skills

Resilience to stress

Education

Grade 12 or equivalent NQF level 4 Qualification

PSIRA Grade E Active

Tools

MS Office

Job description

Position summary

Industry: IT & Internet  Job category: Sales and Purchasing  Location: Randburg  Contract: Permanent  Remuneration: Market Related  EE position: Yes

Introduction

Tracker requires the Services of a Senior Operator in the Volvo on Call (VOC)/Bureau/Susan monitoring Control Centre based within the MCC at Head Office in Johannesburg. This position requires a candidate who is committed to delivering extra ordinary customer service as well as conscious about our customers and their vehicle safety. The ideal person will also be responsible for ensuring effective customer liaison interactions and dispute resolution. The ideal person should be able to work shifts of 12 hours, be committed and dedicated and work in a highly disciplined environment

Job description

Key roles and responsibilities:

Control Centre Duties and Functions

• Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets.
• Working totally independent on a daily basis
• Excellent listener, able to analyse and interpret information
• Capacity to clearly present information, either written or verbal
• Accurate and timeous communication and follow through on all calls/cases received
• Ensure VOLVO Customer Service Standards are maintained, and problems solved in a professional manner
• Selling SVR to new VOLVO customers
• Dealing with VOLVO stolen vehicle recovery, immobilizing the vehicle and working very close with the NECC when handing over (taking control of the entire situation)
• Vast knowledge of the Volvo vehicle/s, including technical aspects
• Bureau services provided to Tracker Fleet customers (Fleet management) on Empower.
• Assisting supervisors and attending to the MCC signals when required (dual function)
• Ensure all your administrative and shift duties are accurate and complete
• Ability to regulate and mange one’s emotions in a healthy productive manner
• Ensuring the optimal alignment of employee behaviour with the organisation’s vision and values
• Capacity to foster trust and create the emotional intelligence on how to deal respectfully and understandingly with others & customers
• Resilience to stress in appropriately balancing these various pressures to maintain stable performance

Minimum requirements

Qualifications, experience and competencies required:

• Grade 12 or an equivalent NQF level 4 Qualification
• PSIRA Grade E Active
• 2 years’ experience in customer service delivery industry
• Call centre experience will be an added advantage
• Proficiency in MS Office.
• Must be able to work shifts, have a driver’s license and own/reliable transport
• Open communication with honesty and integrity is essential
• Punctual