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Telecommunication Systems Specialist

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time
About Us

We are a leading provider of vehicle tracking solutions in South Africa, dedicated to delivering exceptional service to our clients. Our team is comprised of highly skilled and experienced professionals who are passionate about providing outstanding support to our customers.

We are seeking a talented and experienced National Emergency Control Centre Operator to join our team and contribute to our mission of delivering world-class service to our clients.

The successful candidate will be responsible for ensuring that all emergency control centre services are provided in a timely and efficient manner, while also maintaining high levels of customer satisfaction.

The key responsibilities of this role include:

  • Providing effective emergency control centre services that ensures team and agent level response times are successfully achieved, as per the agreed strategic objectives and targets.
  • Taking all actions that will enhance the Customer Service experience.
  • Receiving inbound emergency calls from clients in a professional manner.
  • Activating and actioning events in accordance with all NECC policies and procedures.
  • Adhering to the provisions of the SAPS MOU & SOP (standard operating procedure).
  • Coodinating and facilitating recovery activities nationally, as per the relevant SOPs.
  • Liaising with SAPS, Law Enforcement and Private Security Industry partners, Provincial Operational Managers and LELO's to ensure proper and effective response and recovery of activated vehicles.
  • Providing thorough and detailed feedback to clients as and when required.
  • Logging the information on the relevant system as per approved standard operating procedures (SOPs).
  • Maintaining and enhancing stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
  • Identifying callers by means of set authentication rules.
  • Providing relevant stakeholders with continuous feedback as and when required.
  • Capturing and verifying stakeholders' information, queries, inquiries, questions and/or complaints and escalating where appropriate as per the relevant SOPs.
  • Liaising with internal role players to ensure excellent service delivery to relevant stakeholders.
  • Follwing up with role players to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
  • Escalating details of dissatisfied clients to management.
  • Executing the required emergency control centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.

The ideal candidate will possess:

  • A Grade 12/Matric or Equivalent at NQF Level 4 qualification.
  • Essential: 3 Years relevant experience in the field of emergency control centre operations.
  • General vehicle tracking industry knowledge.
  • Any law enforcement experience is advantageous.
  • Excellent communication skills (especially verbal) in English and one or more SA official languages.
  • Computer Literacy (MS Office).
  • A willingness to work shifts.
  • A working knowledge of operational radio communication use and procedures.
  • Self-Leadership.
  • Results orientation.
  • Strong problem-solving skills.
  • Sound analytical capabilities.