Caredesk Co-ordinator

2 weeks ago

Johannesburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001085

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Customer Service
Location:Gauteng
Contract:Permanent
Remuneration:Market Related
EE position:No
Introduction:

Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg.

Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. Requirement to work a 12 (twelve) hour shift (07h00 to 19h00 and 19h00 to 07h00) and standby shift as per departmental roster

Job description:

Key Roles and Responsibilities:

  • Loading of All Porsche/Infiniti /Aston Martin/Bentley/McLaren, Red Desk and Toyota contracts (Scheduling, DE-RE's, COO all products, POC).
  • Post Installation/ Susan testing and support of all Tracker Platinum/VIP clients.
  • Opening of service request/escalations of all Tracker clients.
  • Attending to all Platinum/VIP Clients HC's, (All Porsche, Infiniti, Aston Martin, Toyota etc.).
  • Scheduling of technical staff for all Tracker clients.
  • Odometer updating and unit resetting of all Tracker clients.
  • Updating of client information on CRM and CDS.
  • General office administration.
  • Resetting and assistance regarding web logins/passwords of all Tracker Clients.
  • Any other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects).
  • TomTom related queries.
  • All social media requests/queries for example Hootsuite, Facebook and Twitter.
  • Provide daily reports and feedback to the supervisor and other internal and external customers (shift hand over).
  • Involvement in all Tracker unit related investigations.
  • Handle internal and external complaints.
  • Zoning and dezoning of all Vodacom generators.
  • After hour assistance on all CDS units.
  • Finance queries.
  • Installation certificates.
  • Adherence to schedules as determined on the telephony system.
  • Attending to Web chat comments.
  • Assist with Tracker Home signals and queries.

Minimum requirements:

Qualifications and Experience Required:

  • Matric
  • 1 year experience in a technical and/or IT contact center.
  • Computer skills: MS Office, Social media (Facebook, twitter), MS Outlook as well as MS Internet Explorer.
  • Understanding of telematics & telecommunications, specifically GSM & satellite communication.
  • Communication (verbal and written) skills.
  • Ability to take ownership of tasks and queries.

Behavioural Competencies:

  • Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message
  • Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem
  • Utilise the company's values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility
  • Deliver timeously on promises to the customer.
  • Display active listening skills when communicating / interacting with others.
  • Willingness to assist others when necessary, both internal and external customers
  • Display a sense of urgency in achieving goals
  • Display a high level of attention to detail

Benefits:
Medical Aid, Provident Fund

  • Caredesk Co-ordinator

    6 days ago

    Johannesburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001085 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Gauteng**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department...