Customer Engagement Agent

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001216

Listing status:
Online

Position summary:

Industry:
IT & Internet
Job category:Customer Service
Location:Randburg
Contract:Fixed Term Contract
Remuneration:Market Related
EE position:Yes
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 onestop 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 indepth 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 34 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 multiskilling is required.
  • The incumbent should have excellent interpersonal skills and the ability to pay attention to details.


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