Caredesk Co-ordinator (Platinum Desk)

Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg. Requirement to work Day shift only 08h00 - 17h00.

• Assisting internal and external customers with queries.
• Investigation on all products, including faulty units.
• Opening, allocating and following up on service requests (including Returned SRs)
• General office administration.
• Assisting with all Product Support related queries.
• Assisting with vehicle location.
• Assisting with afterhours SRs and allocating to standby technicians, according to process.
• Assisting customers with Finance queries.
• Odometer updating and unit resetting of all Tracker devices.
• Resetting and assistance regarding of passwords.
• Assisting with queries regarding Tracker web app, Willow, Fleet Logic, Eagle, Tracker Mobile app, Tracker Home, Tracker Care Guard and android & IOS ratings.
• Other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects and ad hoc duties).
• Monitoring of and responding of Hootsuite and Facebook, Twitter as well as other digital media platforms such as LinkedIn, HelloPeter and Tik-Tok.
• Provide daily reports and feedback to the supervisor, internal and external customers during shift hand over.
• Handle internal and external complaints and queries; including CEO complaints via digital media, Outlook, web queries and telephone.
• Capture, maintain and update customer and vehicle details on CRM and CDS sites.
• Assistance with Tracker Care Guard queries.
• Adding stats to iEvolve and social media spreadsheet.
• Upselling of contracts (Sales through Service).
• After-hour Reseller support.
• Any ad hoc duties from Resellers or other Tracker departments.
• Matric and 1 year call centre experience.
• Experience in a technical and/or IT contact centre will be advantageous.
• Excellent computer skills: MS Office, Facebook, Twitter, MS Outlook as well as MS Internet Explorer.
• Understanding of telematics & telecommunications, specifically GSM & satellite communication.
• Excellent Communication (verbal and written) skills.
• Experience in dealing with VIP clients.
• Ability to take ownership of tasks and queries.
• Able to work under pressure.
• Excellent knowledge on Tracker CRM, SUSAN application, TMS, CDS, Willow, FleetLogic and AURA.
• Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message
• Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem
• Utilise the company’s values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility
• Deliver timeously on promises to the customer.
• Display active listening skills when communicating / interacting with others.
• Willingness to assist others, when necessary, both internal and external customers
• Display a sense of urgency in achieving goals
• Display a high level of attention to detail

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