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 requires the services of a talented and experienced Monitoring Control Centre Operator within the 24HR Critical Services to provide professional call centre services aimed at calling clients to confirm safety after receiving monitored signal alerts from various tracking units.
Job description
Key roles and responsibilities:
Control Centre Duties and Functions
Provide effective control centre services as per the agreed strategic objectives and targets.
Receive all inbound and outbound occurrence and/or incident calls and e-mails.
Log the information on the relevant system as per approved standard operating procedures (SOPs).
Handover unconfirmed signals to the National Emergency Control Centre (NECC) for verification
Maintain and enhance stakeholder relationships by providing quality services with excellent telephone skills and etiquette.
Identify callers by means of set authentication rules.
Provide relevant stakeholders with continuous feedback as and when required.
Capture and verify stakeholders’ information, queries, inquiries, questions and/or complaints and escalate where appropriate as per the relevant SOPs.
Liaise with internal role players to ensure excellent service delivery to relevant stakeholders.
Follow up with representatives to ensure that all calls and/or queries are resolved within the specified timeline as per the service level specifications.
Escalate details of dissatisfied stakeholders to management.
Execute the required call centre duties and functions in such a manner that all operational objectives and targets are effectively met as per the agreed quality and time standards.
Optimise Availability
Ensure that all service level standards and regulations are strictly always adhered to.
Ensure call readiness and available to service customers / clients.
Contribute towards the continuous improvement of the department’s availability metrics.
Ensure that all quality standards are met in the execution of every control centre activity within the MCC operational requirements.
Adhere to all relevant policies and procedures.
Report any deviations from procedures/processes to the Supervisor.
Adhereance to Call Quality
Provide effective control centre services that ensure all Quality Assurance standards and regulations are sufficiently maintained at all times.
Ensure strict adherence to all agreed business rules as they pertain to all control centre duties and functions to provide excellent customer service on a continuous basis.
Contribute towards minimising the risk profile of Tracker within the control centre by executing all duties in strict adherence to all relevant standards and regulations, as well as taking proactive measures where possible to reduce risk overall.
Ensure that all quality metrics and standards are prioritised in call centre duties to contribute towards achieving customer experience strategic objectives.
Minimum requirements
Qualifications, experience and competencies required:
Matric/Grade 12 or Equivalent Qualification at NQF Level 4.
Essential: 2 years of Call Centre experience.
Essential: PSIRA Grade E certification
Must be willing to work shifts and standby.
Must be aware of the consumer POPI Act
Reliable mode of transport
Language Proficiency (English and one or more South African official languages)
Analytical
Ability to multitask.
Sound communication skills at all levels
Collaborative and consultative style
Planning, organising and control capabilities
Assertiveness and decisiveness capabilities
Professionalism
Results driven
Conflict management and negotiation capabilities
Ability to work independently
Ability to work in a team
Ability to work/manage under pressure
High degree of emotional intelligence
Resilience
Basic change management skills
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Apply via company website ( http://careers.tracker.co.za ) or