Product Support Agent

6 days ago

Randburg, Gauteng, South Africa Tracker Connect Full time R200 000 - R400 000 per year

Position Summary
Industry:
IT & Internet

Job category:
Customer Service

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
No

Introduction
Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. All queries and request will be assisted/dealt with efficiently and professional.

Job Description

  • Provide telephonic service existing clients.
  • Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries)
  • Liaise with internal / external clients, branches, consultants, as well as fitment departments
  • Capture, maintain and update customer and vehicle details
  • Communicate with the Cancellation department when receiving cancellation request from the clients
  • General office administration (Pull reports, Investigation, Roaming and Login/reset passwords)
  • Provide feedback to the internal and external customers
  • Creating, allocate and follow up on service requests
  • Handle internal and external complaints on Telephonically and emails
  • Any other related tasks or duties assigned by the Supervisor / Line Manager
  • Adherence/Comply to schedules as determined on the Telephony system.

Minimum Requirements

  • Must have Matric / Grade 12
  • 1-year previous call centre experience
  • Computer skills: MS Office, MS Outlook as well as MS Internet Explorer.
  • Understanding of telematics & telecommunications, specifically GSM & satellite communication
  • Excellent Communication (verbal and written) skills
  • Ability to take ownership of tasks and queries
  • Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.

Competencies

  • Attention to detail
  • Initiative
  • Teamwork
  • Problem solving
  • Results driven
  • Customer centric

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