Website Tracker Connect (Pty) Ltd
Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region’s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the… read more last 20 years. Through a culture of continuous innovation, driven by an experienced and dynamic team, Tracker has built a reputation far beyond its SVR roots which positions us as the leading provider of telematics solutions to an automotive ecosystem which includes Original Equipment Manufacturers (OEM’s), Dealers, Insurers, Fleet Operators and Consumers. Providing value added information to our clients has grown exponentially as we have evolved our data systems and interpretation. Today, Tracker is data – how we collect it, process it and turn it into knowledge that allows us to provide proactive value to our partners and customers. The amount of data we gather is staggering, with over 35 million telematics messages generated daily. However, raw data is worthless and Tracker’s ability to interrogate and extrapolate meaning is what sets us apart, making us one of the most obvious and sought after partners for businesses grappling with the challenges of a connecting world. At Tracker we have a positive, friendly work environment. We live service excellence and we all support one another. We all take pride in and care for our customers and work environment as well as our communities. Our core values are: • We each take responsibility • We live service excellence • We all pull together • We each show respect • We are committed to transformation • We all make a plan Darrenwood, Gauteng
Introduction
Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer by means of objection handling and offering different retention tools to keep our customers on board. Tracker requires the services of Retention consultant in the Retention department based at Tracker Head Office in Johannesburg.
Job description
Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards.
Acting on all incoming calls within the SLA.
Action e-mail requests received from internal and external customers.
Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
Manage all the escalations within the SLA requirements.
Address general product information enquiries timeously and accurately.
Update customer details on internal systems (CDS; CRM; Willow; Tems; TX; Master; Proxy; Aspect; Sharepoint)
Follow up on customers outstanding queries only applicable during a retention request.
Effective utilization of the Call rating system.
Retention of customers
Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.
Manage time and workloads to ensure that deadlines and targets are met.
Minimum requirements
Minimum requirement is matric
Previous contact centre experience in a sales or retention environment is essential.
Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
Excellent product and systems knowledge.
At least 3-year Call Centre/Customer Service experience
At least 1 year Tracker specific experience
Excellent knowledge of Tracker systems and processes
Computer literacy in Microsoft Excel (Essential).
Enthusiastic and passionate about the job
Result driven.
Deadline driven.
Customer Focus
Analytical
Ability to work under pressure.
Ability to work independently.
Logical & methodical attention to detail
Excellent Communication Skills (verbal & written)
Deadline:22nd August,2025
Apply via company website ( http://careers.tracker.co.za ) or
careers.tracker.co.za