Caredesk Co-ordinator

**Listing reference**: track_001297

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Gauteng**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**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**:

- Assisting NECC with stolen and hijacked vehicles in line with SLA.
- Assisting internal and external customers with product related request.
- Post-installation and Susan testing and health checks (HC’s).
- Communicating information as requested to all Tracker Platinum/VIP Clients.
- Investigation on faulty units, all Telematics units.
- Opening, allocating and following up on service request.
- Attending to all Platinum/VIP Clients Health Cases, (All Porsche, Infiniti, Aston Martin, Maserati, etc.)
- General office administration.
- Odometer updating and unit resetting of all Tracker Clients.
- Resetting and assistance regarding Web logins/Passwords.
- Assisting with all MyTracker web, Empower, Fleet Logic, Eagle and Tracker Mobile App queries.
- Any other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects).
- Hootsuite - Facebook and Twitter request.
- Provide daily reports and feedback to the Supervisor and other internal and external customers (shift hand over).
- Handle internal and external complaints.
- Zoning and De-Zoning of all Vodacom generators.
- Capture, maintain and update customer and vehicle details on CRM and CDS sites.
- Monitoring, actioning and investigating of Sensor Desk signals (Tracker Home) and Tracker Home app.
- Following up on Returned SR’s.
- Assistance with Tracker Care Guard app.
- Assistance with Tracker Health Care.
- Upselling of contracts.

**Minimum requirements**:

- Matric

and 1 year call centre experience.
- Experience in a technical and/or IT contact centre will be advantageous.
- Excellent computer skills: MS Office, Facebook, Twitter, MS Outlook as well as MS Internet Explorer.
- Understanding of telematics & telecommunications, specifically GSM & satellite communication.
- Excellent Communication (verbal and written) skills.
- Experience in dealing with VIP clients.
- Ability to take ownership of tasks and queries.
- Able to work under pressure.

**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