Jobs at Tracker Connect (Pty) Ltd

Introduction

• Tracker requires the services of a Direct Sales Agents at their Head office based in Johannesburg. The candidate will be required to ensure Customer Service Standards are maintained and reach sales targets whilst working in a highly pressurised environment. We require a diligent, committed and hard-working individual, who can be a part of a highly motivated team.

Job description

• Upselling /cross selling products
• Meet and exceed the sales quotas
• Maintain contact and build lasting relationships with customers
• Make sales calls and contact both potential and existing customers
• Keep records of all interactions with customers
• Keep abreast of the latest market trends and remain updated on product knowledge
• Development of innovative and creative sales techniques
• Upselling/cross selling on different campaigns
• Ensure that Customer Service standards are maintained in a highly pressurised environment
• Follow up leads/queries
• Identify the needs of a customer and meet those needs through the purchase of products or services
• A requirement to work overtime or Saturdays may be requested from management

Minimum requirements

• Matric and minimum of 1-2 years outbound sales experience in a call centre
• Excellent typing and accurate data capturing skills
• Excellent communication skills and telephone manner
• Computer literacy
• Analytical skills
• Persuasive and competitive nature will be an advantage
• Proven sales record

Deadline:15th June,2026

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Introduction

• Tracker wants to act on all cancellation calls/e-mails received, with the focus on retaining the customer by means of objection handling and offering different retention tools to keep our customers on board. Tracker requires the services of Retention 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.
• Acting on all incoming calls within the SLA.
• Action e-mail requests received from internal and external customers.
• 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
• Computer literacy in Microsoft Excel (Essential).
• Enthusiastic and passionate about the job
• Result driven.
• Deadline driven.
• Customer Focus
• Analytical
• Ability to work under pressure.
• Ability to work independently.
• Logical & methodical attention to detail
• Excellent Communication Skills (verbal & written)

Deadline:11th June,2026

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Introduction

• The Quality Verification Agent is responsible for validating and auditing call centre agent interactions — particularly customer retention calls (“retains”) — to ensure adherence to compliance standards, internal policies, and customer experience benchmarks. The role ensures that all customer engagements meet regulatory, contractual, and service excellence standards while identifying opportunities for process optimization and continuous improvement within the call centre.

Job description

• Validate and assess call recordings, focusing on retention and cancellation save attempts.
• Ensure all calls comply with company policies, regulatory frameworks (e.g., POPIA, FAIS, or industry-specific legislation), and service-level agreements.
• Verify accuracy of captured data, customer consent, and adherence to approved scripts/Delegation of authority and SOPs.
• Flag and document non-compliant behaviours or deviations for corrective action.
• Maintain detailed audit records and performance metrics for reporting and analysis.
• Maintain a structured call evaluation framework aligned with quality metrics.
• Score agent interactions objectively using defined evaluation criteria (compliance, professionalism, accuracy, empathy, and resolution).
• Provide constructive feedback and improvement recommendations to team leaders and consultants.
• Collaborate with Skills coaches, Supervisors, manager and operations teams to address quality gaps.
• Identify recurring issues, process bottlenecks, or systemic compliance risks.
• Participate in QA calibration sessions to ensure consistency and fairness in scoring.
• Recommend updates to scripts, procedures, or quality monitoring tools based on audit findings.
• Support the implementation of continuous improvement initiatives aimed at enhancing agent performance and retention outcomes.
• Prepare weekly and monthly QA performance reports for management.
• Highlight trends, root causes of non-compliance, and opportunities for agent coaching.
• Provide actionable insights to improve customer experience, retention rates, and overall call quality.
• Work closely with Operations, Compliance, and Training/Skills coaches to align QA practices with business goals.
• Communicate quality trends and performance outcomes effectively to stakeholders.
• Support the development of best practices for call handling and customer retention.

Minimum requirements

• Matric / Grade 12.
• 2 years call centre experience
• 1 years’ experience in a call centre quality assurance or compliance validation role. (Advantageous)
• Experience in retention, sales, or customer experience environments preferred.
• Familiarity with QA frameworks, compliance auditing, and call monitoring systems.
• Tertiary qualification will be an advantage.
• Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect) will be an advantage
• The incumbent should have excellent interpersonal skills and the ability to pay attention to details.
• The ability to cope with a constant changing and pressurised environment.
• The ability to work in an environment where multi-skilling is required.

Deadline:11th June,2026

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Introduction

• 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
• Computer literacy in Microsoft Excel (Essential).
• Enthusiastic and passionate about the job
• Result driven.
• Deadline driven.
• Customer Focus
• Analytical
• Ability to work under pressure.
• Ability to work independently.
• Logical & methodical attention to detail
• Excellent Communication Skills (verbal & written)

Deadline:11th June,2026

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Introduction

• Tracker requires the services of a Customer Care 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 creative in finding solutions for customer complaints and excellent troubleshooting abilities.
• Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.

Competencies

• Must be self-motivated and a good team player.
• Excellent communication skills and high emotional intelligence (EQ) level.
• The ability to work in an environment where multi-skilling is required.
• Assertive
• Detail Oriented

Deadline:11th June,2026

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Introduction

• Tracker requires the Services of a Premium Support Co-ordinator in the Customer Experience Care Desk department based at our Head Office in Johannesburg. The candidate is responsible to deliver dedicated, end-to end support 24/7/365 days to Tracker Platinum-Gold and VIP customers, as well as internal stakeholders, ensuring exceptional service quality, timely technical issue resolution, and proactive customer engagement in accordance with SLA commitments. To provide a diverse range of support services involving contracting, scheduling and overall support (technical and product) to premium Tracker customers

Job description
Client and Service Request Handling

• Efficiently handle telephonic, electronic, and walk-in customer inquiries in compliance with established Service Level Agreements (SLAs), policies and procedures.
• Open, allocate, and monitor service requests (SRs) to ensure timely resolution and customer satisfaction.
• Accurately load contracts, schedule services, and process contract amendments as requested by customers, including re-contracting and upselling opportunities.
• Prepare and deliver daily operational reports and comprehensive shift handovers to supervisors and relevant stakeholders.
• Address internal and external queries and complaints promptly and professionally, ensuring effective problem resolution.
• Track and follow up on returned service requests to guarantee closure and maintain service quality standards.

VIP and Platinum Gold Customer Support

• Attend to health-related cases for ring-fenced customers, such as issues with faulty stacks, ensuring prompt and effective resolution.
• Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards.
• Assist the NECC team in managing stolen and hijacked vehicle cases in strict accordance with Service Level Agreements (SLAs).
• Maintain regular and effective communication with internal stakeholders to ensure alignment and smooth operational processes

Technical and Product Support

• Investigate faulty units thoroughly and escalate issues to the appropriate teams when necessary to ensure timely resolution.
• Perform post-installation testing and comprehensive health checks to confirm optimal functionality of installed units.
• Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
• Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
• Provide support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
• Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

Data and System Management

• Investigate faulty units thoroughly and escalate unresolved issues to the appropriate teams to ensure timely resolution.
• Perform post-installation testing and conduct comprehensive health checks to confirm optimal functionality of installed units.
• Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
• Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
• Provide expert support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
• Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

Continuous Improvement & Reporting

• Identify concerns or trends; investigate and propose solutions proactively.
• Gather root cause analysis of complaints and provide recommendations for management review and further action.
• Compile and distribute daily, weekly, and monthly operational reports to provide visibility on service request volumes, resolution times, and SLA compliance.
• Assist with monitoring and tracking key performance indicators (KPIs) and escalate any deviations from targets to management for corrective action.
• Maintain accurate records of customer interactions, service requests, and contract amendments for audit and reporting purposes.
• Prepare shift handover reports summarizing outstanding tasks, escalations, and critical updates to ensure seamless continuity of operations.
• Assist with generating trend analysis reports to identify recurring issues and recommend process improvements.
• Validate data accuracy in reports before submission to stakeholders to ensure reliability and consistency.
• Assist with any other tasks or special projects assigned by the Supervisor/Manager.

Minimum requirements

• Essential: Matric certificate. NQF 4
• Desirable: Higher Certificate in Contact Centre Management; Customer Experience Management or a related field. NQF 5.
• Essential: Minimum of 5 years general working experience in a Contact Centre role.
• Essential: Minimum of 1 year experience in handling escalations and complaints within a contact centre environment.
• Essential: Minimum of 6 Months experience working with a relevant financial system such as Willow.
• Essential: Demonstrated working knowledge of basic business acumen and accounting / financial principles.
• Essential: Experience dealing with VIP clients.
• Desirable: Experience in a technical contact centre environment is advantageous.
• Desirable: Experience handling director-level or escalated complaints is advantageous.
• Desirable: Demonstrated working knowledge and exposure to the following systems – CRM, Willow, CDS, Fleet Logic, Aspect, HD.

Behavioural Competencies:

• Customer Support Delivery
• VIP & Platinum Client Management
• Service Request Management
• Technical Troubleshooting
• System & Data Accuracy
• Reporting & Communication
• Complaint Resolution & Root Cause Analysis
• Ability to work under pressure
• Ability to work independently
• Logical reasoning
• Attention to detail
• Outstanding analytical skills
• Diplomacy and tact
• Assertiveness
• Initiative
• Teamwork orientation
• Good problem-solving skills
• Results driven

Deadline:11th June,2026