Customer Care Co-ordinator

2 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001213

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Client Services**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
Tracker requires the services of a Co-ordinator in the Caredesk department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.

**Job description**:

- Ensure that telephonic / electronic requests and walk-in clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.
- Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a priority.
- Monitor and oversee social media platforms.
- Be responsible for investigation, resolution and reporting of all customers related complaints follow up queries and liaise with all necessary parties and departments regarding query resolution.
- Identify concerns or trends, investigate, and propose possible solutions for problems.
- Attend to walk in clients with a view of resolving queries / complaints.
- Ensure meeting of targets / deadlines as per Key Performance Agreement.
- Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
- Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise.
- To gather information including root cause analysis of complaints providing recommendations for Managements review.

**Minimum requirements**:

- Matric with 5 years working experience in a Contact Centre.
- Experience in handling director level or escalated complaints will be advantageous.
- Minimum 6 months to 1 year experience in handling escalations and/complaints.
- Minimum 6 months to 1 year financial system (willow) experience.
- Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
- The ability to cope with a constant changing and pressurized environment.
- Good understanding of operational environment (Product and systems knowledge) and analytical skills
- Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.
- Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.

**Competencies**
- Must be self-motivated and a good team player.
- Excellent communication skills and high emotional intelligence (EQ) level.
- The ability to work in an environment where multi-skilling is required.
- Assertive
- Detail Oriented

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