Senior Monitoring Control Centre Operator

Tracker Connect; Randburg; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Tracker Connect requires a Senior Operator for the Volvo on Call (VOC) / Bureau / Susan monitoring Control Centre at our MCC Head Office in Johannesburg. The role emphasizes delivering exceptional customer service, customer liaison, and dispute resolution while handling Volvo-related emergencies and fleet bureau tasks.

The candidate must be able to work 12-hour shifts in a disciplined environment, with commitment to safety and client satisfaction.

Qualifications

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

Responsibilities

• Plan, organise and control own work environment to achieve objectives and daily targets.
• Work independently on a daily basis.
• Active listening and ability to analyse information.
• Present information clearly in writing or verbally.
• Accurate, timely communication on all calls/cases.
• Maintain Volvo customer service standards and resolve issues professionally.
• Sell SVR to new Volvo customers.
• Handle Volvo stolen vehicle recovery and coordinate with NECC when handing over.
• Support Bureau services for Tracker Fleet customers (Empower).
• Assist supervisors and respond to MCC signals (dual function).
• Ensure administration and shift duties are accurate.

Skills

Customer service

Call centre

Punctuality

Driving license

Reliable transport

Education

Grade 12 / NQF 4

Tools

MS Office

Job description

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.

Position Summary

Industry: IT & Internet

Job category: Sales and Purchasing

Location: Randburg

Contract: Permanent

Remuneration: Market Related

EE position: Yes

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