Customer Service Agent at Tracker Connect (Pty) Ltd

Job description

Primary Responsibilities:

• To assist with all Customer Care & Special Projects as required (e.g., data capturing, verification, lead fulfillment, tele sales, queries and complaints etc.).
• To handle all inbound and outbound calls related to Customer Care & Special Projects.
• To handle all queries and complaints (telephone, email, fax, etc.).

To provide assistance/information to dealers / customers relating to:

• Warranty and service plan queries;
• Marketing-related queries;
• Customer care queries;
• General product queries;
• General service-related queries.
• To remain abreast of the latest products, launches, campaigns, etc. at all times.
• To maintain a high level of telephone etiquette at all times.
• To log all information on the relevant software programme.
• To ensure a high standard of detailed information regarding information logged.
• To maintain a high level of accuracy at all times.
• To follow up with customers and all other involved parties timeously.
• To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
• To liaise with the relevant specialists in situations where specialised information is required in order to assist customers.
• To refer escalated cases to the Account Manager and/or Supervisor for decision making, when required.
• To be proactive regarding the handling of Customer Care & Special Projects.
• To ensure the timeous resolution of cases, queries, verifications, sales, etc.
• To liaise/mediate with the relevant Motor Manufacturers and/or Dealers and/or other Companies on behalf of customers, when required.
• To reach a quality rating of 85% for case management and 85% for call quality, as per the SLA.
• To ensure that not more than 3% of calls are abandoned, as per the SLA.
• To ensure that all SLA contractual obligations are met.
• To reach a productivity level of 85%.
• To plan and prioritise tasks on hand.
• To assist with any ad hoc duties as requested by the Account Manager and/or Supervisor.
• To adhere to all Company / client policies, procedures and processes.
• To uphold the image and credibility of the Company / client.
• To provide a staffing solution to the Client.

 
Challengers:
 

• To obtain as much product and technical knowledge as possible in order to effectively liaise with customers.
• To have a thorough knowledge of the call centre and motor industries.
• To build and maintain solid relationships across all areas of the business which will assist in being successful in the specified areas of work.
• To remain abreast of all new developments within the organisation and the motor industry.

Minimum requirements

Qualifications & Experience: 

• A minimum of Matric (Grade 12).
• Two year’s in- and outbound call centre experience.
• Motor industry experience.
• Customer service experience.
• Competencies: 
• Knowledge and understanding of the motor and communications industries.
• A high level of knowledge relating to products and processes within the organisation.
• A high level of telephone etiquette in both English and Afrikaans.
• Highly developed interpersonal skills.
• Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility and the insight into the uniqueness of all individuals.
• Consistency and perseverance.
• The ability to engage in accelerated learning integrity.
• A high level of facilitation skills and the ability to multi-task.
• The ability to function at various levels within the business/organisation.
• Excellent communication, listening and writing skills.
• Excellent conversation skills and the ability to mix/socialise with people easily.
• The ability to pay attention to detail.
• Assertiveness and negotiation skills.
• Leadership qualities/skills and empathy skills.
• Computer literacy and a high typing speed.
• The desire for customer satisfaction.
• The ability to handle difficult customers.
• The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
• The ability to operate independently as well as a team player.
• To be self-driven and motivated and to demonstrate initiative and a high energy level.