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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The primary objective for appointing a Retention Support Consultant in the Retention Contact Centre is to handle all consumer and business complaints, queries and escalations from internal and external stakeholders. The Retention Support Consultant will also handle all consumer and business cancellations to prevent future billings. This individual will also be expected to assist on other administrative tasks to ensure that turnaround times are achieved and maintained. Tracker requires the services of Retention Support Consultant in the Retention department based at Tracker Head Office in Johannesburg.
Job description
Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
Ensure that electronic requests received within the Retention Department are handled efficiently and in line with service level agreements and standards.
Action e-mail requests received from internal and external customers.
Completing all Consumer and Business Admin cancellations as and when received
Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
Manage all the escalations within the SLA requirements.
Address general product information enquiries timeously and accurately.
Update customer details on internal systems (CDS; CRM; Willow; Tems; TX; Master; Proxy; Aspect; Sharepoint)
Follow up on customers outstanding queries only applicable during a retention request.
Effective utilization of the Call rating system.
Retention of customers
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.
Manage time and workloads to ensure that deadlines and targets are met.
Minimum requirements
Minimum requirement is matric
Previous contact centre experience in a sales or retention environment is essential.
Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
Excellent product and systems knowledge.
At least 3-year Call Centre/Customer Service experience
At least 1 year Tracker specific experience
Excellent knowledge of Tracker systems and processes
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