National Emergency Control Centre Operator

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:Call Centre Industry**Job category**:Call Centre and Telesales**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**About our company**:
**Introduction**:
**Job description**:
**KEY RESPONSIBILITIES**
- Accept inbound-emergency calls and ensure that the response and recovery process flow smoothly and in accordance with all approved SOP’s and policies;
- Maintain the ability to obtain all the required critical information from highly stressed and/or traumatised customers;
- Liaise with Tracker recovery personnel, private recovery partners and law enforcement agencies throughout the activation and recovery process;
- Accurately capture all progress on and or activities relating to response and recovery;
- Continuously update the response and recovery teams;
- Direct recovery personnel to the locations of activated vehicles;
- Navigate and utilise multiple systems and screens during the activation, tracking and recovery process;
- Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner aligned to Tracker’s principles and values;
- Adhere to internal and external SOP’s, SLA’s and MOU’s;
- Provide inbound and outbound services to both existing and prospective customers and partners;
- Report deviations to the shift supervisor and/or NECC manager;
- Work in a highly pressurised environment;
- Have a thorough and clear understanding of the nature of the Department and of Tracker as a business;
- Contribute towards enhancements and developments within the Department; and
- Constantly strive towards providing an above average customer experience.

**Minimum requirements**:
**KEY REQUIREMENTS**
- Matric (Grade 12) or equivalent acceptable NQF Level 4 qualification;
- Minimum 2 years call centre experience
- Excellent listening, verbal and written skills;
- Fluent in English (speak, read and write);
- Ability to think proactively and take initiative to best serve our customer needs;
- Ability to handle pressurised, stressful and/or traumatic situations;
- Must be able to work shifts as per the approved shift roster, including weekends and public holidays;
- Must be willing to perform paid standby shifts as required - planned and unplanned;
- Driver’s licence and own reliable transport;
- Understand the importance of team work and social cohesion;
- Be able to work in a disciplined environment with strict operational policies and rules;
- Be able to take instructions and follow processes and procedures;
- Computer literate with above average typing skills
- Attention to detail and accuracy; and
- Cultural adaptability and social tolerance.

**The following will serve as an advantage**:

- Registration with the Private Security Industry Regulatory Authority (PSIRA) or ability to register within a timeframe set by Tracker;
- Police or Emergency Service experience;
- Working experience in a vehicle crime investigation environment; and/or
- Emergency Control Centre or Customer Service experience in a similar environment

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