Customer Engagement Agent

6 months ago

Randburg, 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 one-stop 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 in-depth 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 3-4 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 multi-skilling is required.
- The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

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