Product Support Supervisor
4 days ago
Tracker requires the services of a Supervisor in the Customer Experience (Product Support) Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment. Responsibilities: Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained. Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained. Take ownership of escalated queries and ensure query resolution through liaising with all necessary parties and providing timeous feedback to customers. Provide daily assistance with call retrieval requests if the need arises. Effectively manage resources in own team to help other teams in Customer Experience when required. Ensure meeting of team targets/deadlines as per Key Performance Agreement and manage non-adherence according to set guidelines. Maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly. Uphold administrative staff files including all policies and procedures. Collate and analyze statistics on a daily, weekly, and monthly basis. Collate and discuss KPA’s and implement Performance evaluation and PDP’s where applicable. Conduct daily spot checks on agent performance through call listening and “on the job” coaching. Ensure staff are continuously updated with current and new products, procedures, and processes through meetings, training sessions, and up-to-date SOP’s. Daily monitor and follow up/coaching on individual QA scores, targets, and telephone states when the desired outcomes are not achieved. Identify concerns or trends within the department, investigate, and propose possible solutions for problems. Continuously implement staff motivation through creative and innovative ideas. Interact and build relationships with all Internal Departments and Management. Provide daily performance reports to the manager including any concerns noted and action taken. Assist with any other tasks or duties assigned by the Manager as the need arises to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support. Minimum Requirements: Matric 2-4 years Supervisory experience in customer service (Inbound). Excellent understanding of telephony monitoring systems and interpretation of reports. Advanced knowledge of the following systems required: CDS, CRM, Skytrax. Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms). A passion for customer service and a professional attitude at all times. Excellent product and systems knowledge. Advanced MS Office proficiency. Excellent interpersonal skills. Work accurately with a high level of attention to detail. Ability to work under pressure. Benefits: Medical aid, Provident fund.Please note, if you are not contacted within 4 weeks consider your application unsuccessful. #J-18808-Ljbffr
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Installation Support Supervisor
1 week ago
Randburg, South Africa Tracker South Africa Full timeTracker requires the services of an Installation Support Supervisor in the Acquisitions Department situated at their Head Office based in Johannesburg. The Supervisor is responsible for managing staff, Reconciliation of all IR books, handling customer escalations, identifying opportunities and setting targets. This role will directly manage the...
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Quality Assurance Coach
3 days ago
Randburg, South Africa Tracker South Africa Full time**Position Summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards are maintained in a highly pressurised environment. This position...
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Product Support Agent
4 days ago
Randburg, South Africa Tracker South Africa Full timeProviding Support to all Consumer and Corporate clients on the functionality/health of Tracker units.All queries and request will be assisted/dealt with efficiently and professional. Provide telephonic service existing clients. Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries) Liaise with...
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Quality Assurance Coach
3 days ago
Randburg, South Africa Tracker South Africa Full time**Listing reference**: track_001184 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards...
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Installation Support Supervisor
1 week ago
Randburg, Gauteng, South Africa Tracker Network Full time R250 000 - R500 000 per yearListing reference: track_001493Listing status: OnlineApply by: 20 October 2025Position summaryIndustry: IT & InternetJob category: Client ServicesLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: NoIntroductionTracker requires the services of an Installation Support Supervisor in the Acquisitions Department situated at their Head...
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Installation Support Supervisor
1 week ago
Randburg, Gauteng, South Africa Tracker Connect Full time R900 000 - R1 200 000 per yearPosition SummaryIndustry:Telecommunication ServicesJob category:Telecommunication and Mobile SystemsLocation:RandburgContract:PermanentRemuneration:Market RelatedEE position:YesIntroductionTracker requires the services of an Installation Support Supervisor in the Acquisitions Department situated at their Head Office based in Johannesburg. The Supervisor is...
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Product Support Agent
7 days ago
Randburg, Gauteng, South Africa Tracker Connect Full time R200 000 - R400 000 per yearPosition SummaryIndustry:IT & InternetJob category:Customer ServiceLocation:RandburgContract:PermanentRemuneration:Market RelatedEE position:NoIntroductionProviding Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and request will be assisted/dealt with efficiently and professional.Job DescriptionProvide...
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Product Support Agent
7 days ago
Randburg, Gauteng, South Africa Tracker Network Full time R60 000 - R120 000 per yearListing reference: track_001318Listing status: OnlineApply by: 3 December 2025Position summaryIndustry: IT & InternetJob category: Customer ServiceLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: NoIntroductionProviding Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and...
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Agent: Customer Experience
2 weeks ago
Randburg, South Africa Tracker South Africa Full time**Listing reference**: track_000960 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units....
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Agent: Customer Experience
3 days ago
Randburg, South Africa Tracker South Africa Full time**Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**About our company**: **Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and request will be...
