Caredesk Co-ordinator

**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 de-zoning 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