Customer Care Co-ordinator at Tracker Connect (Pty) Ltd

About the Job

Introduction

• Tracker requires the services of a Co-ordinator in the Caredesk department at Head office based in Johannesburg. We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.

Job description

• Ensure that telephonic / electronic requests and walk-in clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.
• Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a priority.
• Monitor and oversee social media platforms.
• Be responsible for investigation, resolution and reporting of all customers related complaints follow up queries and liaise with all necessary parties and departments regarding query resolution.
• Identify concerns or trends, investigate, and propose possible solutions for problems.
• Involvement in all financial queries, Tracker unit, application and system related queries and resolution received via the CareDesk
• Attend to walk in clients with a view of resolving queries / complaints.
• Ensure meeting of targets / deadlines as per Key Performance Agreement.
• Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
• Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise.
• To gather information including root cause analysis of complaints providing recommendations for Managements review.

Minimum requirements

• Matric with 5 years working experience in a Contact Centre.
• Experience in handling director level or escalated complaints will be advantageous.
• Minimum 6 months to 1 year experience in handling escalations and/complaints.
• Minimum 6 months to 1 year financial system (willow) experience.
• Must have a genuine concern for customer complaints and work with dedication towards finding solutions.
• The ability to cope with a constant changing and pressurized environment.
• Good understanding of operational environment (Product and systems knowledge) and analytical skills
• Must be self-motivated and a good team player.
• Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.
• The incumbent should have excellent communication skills and high emotional intelligence (EQ) level.
• The ability to work in an environment where multi-skilling is required.
• Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.

Benefits:

• Medical Aid & Provident Fund

Please Note: If you have not heard from us within 4 weeks, consider your application unsuccessful.