Customer Experience Agent(Inbound)

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:Telecommunication Services**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
Tracker requires the services of a customer experience Agent in the Customer Service department based at Tracker Head Office in Johannesburg.

**Job description**:

- The incumbent is expected to be a one-stop call resolution employee by answering incoming calls and resolving queries received from Tracker Customers according to the relevant SOP and company standards.
- Contribute towards maintaining a departmental Service Level and Abandonment Rate according to the company standards.
- Accurate capturing of data and updating of customer information while speaking with the customer.
- Ensure that Customer Service standards are maintained in a highly pressurized environment.
- Meet targets as per Key Performance Agreement.
- Follow up on customers’ outstanding queries.
- Accurate record keeping of statistics as per stipulated guidelines.
- Effective utilization of the post call service rating system
- Ability to interpret the financial system and assist customers with basic financial and legal queries.
- Post installation testing and unit related investigations.
- First line technical support for Tracker units.
- Adherence to schedule as determined by Workforce Management.
- Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service department.

**Minimum requirements**:

- Matric
- 3-4 years working experience.
- Minimum of one year working experience in a Customer Service Inbound environment which includes dealing with a variety of queries and complaints.
- Tertiary qualification will be an advantage.
- Technical, Financial and Credit Control background would be an advantage.
- A passion for customer service and a professional attitude at all times.
- Knowledge of Tracker products and systems would be an advantage.
- The ability to cope with a constant changing and pressurised environment.
- The ability to work in an environment where multi-skilling is required.
- The incumbent should have excellent interpersonal skills and the ability to pay attention to details.

**Benefits**:Medical aid, Provident fund

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