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...
Converting cancellations into retains by means of objection handling and utilizing different retention tools to keep the customer on board.
Ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.
Action e-mail requests received from internal and external customers.
Acting on all incoming calls within the SLA.
Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
Address general product information enquiries timeously and accurately.
Effective utilization of the Call rating system.
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.
Negotiate and make relevant product and service adjustments in line with product pricing and Tracker’s retention strategy.
Manage time and workloads to ensure that deadlines and targets are met.
Meet targets as per Key Performance Agreement.
Deal with customer queries and complaints in a competent, efficient, and professional manner.
Identify concerns or trends, investigate, and propose possible solutions for problems.
Accurate record keeping of statistics as per stipulated guidelines.
Ability to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.
Minimum requirements
Matric
RE5 qualification requirement
FAIS Credits advantageous
3-4 years working experience in a Contact Centre.
Previous contact centre experience in a sales or retention environment is essential.
Certificate in Customer Services will be an advantage
Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
Excellent product and systems knowledge.
A passion for retaining customers through excellent customer service delivery, a professional attitude always.
The incumbent should have excellent interpersonal skills.
The ability to cope with a constant changing and pressurized environment.
The ability to work in an environment where multi-skilling is required.
Work accurately with high level of attention to detail.
Advanced MS Office proficiency.
Must be self-sufficient, assertive, and influential
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