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 last 20 years.
Through a culture of continuous innovation...
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Marketing of Tracker products and services to both existing and prospective clients
Ensure that telephonic requests received within the Reconciliation Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
Ensure that email requests (VAXs) received within the Reconciliation Division are handled efficiently and service level agreements are maintained
Manages all customer activities and the daily running of the Reconciliation call centre
Increases customer satisfaction via process improvement initiatives
Listening to calls to improve quality and minimise errors and track agent performance
Reviewing the performance of staff and identifying training and development needs
Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable
Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct
Recording stats, analyse trends and performance levels of the call centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis
Handling complex customer complaints
Coaching, training, motivating, and retaining staff
Manage department resources as required to support customer demands and needs
Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
Assist with any other tasks or duties assigned by the Manager
Minimum requirements
Matric
1 year Call Centre supervisory experience
Proficient skills in Microsoft Word and Excel
Excellent written and verbal skills
Familiarity with Industrial Relations, Customer Relations and General Management will be advantageous
Competencies required:
Leadership
Creative thinking
Influencing and convincing skills
Negotiation Skills
Conflict Management
Customer service orientation
High analytical and insight generation capabilities
Gmail
Yahoomail