Latest Vacancies at Tracker Connect (Pty) Ltd

Job description

• Marketing of Tracker products and services to both existing and prospective clients
• Ensure that email requests (VAX) received are handled efficiently and service level agreements are maintained.
• Ensure that all administrative tasks including capturing of leads are handled efficiently.
• Manages all Call centre activities and the daily running of the team.
• 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 with 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.
• Ensure a minimum of 95% conversion rate on lead to contract.
• Manage department resources as required to support customer demands and business needs.
• Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction.
• Management of acquisition campaigns
• Assist with any other tasks or duties assigned by the Manager.

Minimum requirements

• Matric/NQF level 5 or higher qualification
• Minimum 2 years Contact Centre supervisory/leadership experience.
• Proficient skills in Microsoft Word and Excel
• Excellent written and verbal skills
• Previous experience in managing or working in a sales environment Familiarity with Industrial Relations, Customer Relations and General Management
• Training experience will be advantageous.

Additional Requirements: 

• High Execution capabilities
• Proactive; Hands on
• Analytical and data driven.
• Fast adopter to change.
• Customer-centric mentality
• Creativity
• Good decision-making skills.
• Deadline management
• Teamwork, coaching and guiding.
• Work accurately with high level of attention to detail

go to method of application »

Job description
KEY DUTIES AND RESPONSIBILITES:
Databases

•  Responsible for providing operational application database services to the organization.
•  Responsible for designing and optimizing methods to store, analyze, utilize, and organize data associated with the applications portfolio.
•  Owns, tracks and resolves database related incidents and requests.
•  Exemplify the desired culture and philosophies of the organization.
•  Fulfills requests and resolves incidents within SLAs.
•  Reviews service-related reports (database backups, maintenance, monitoring) on a daily basis to ensure service-related issues are identified and resolved within established SLAs.
•  Responding to investigate database related alerts and escalations and working with others within the organization to come up with strategic solutions to recurring problems.

Backups and Restores

•  Regularly review and / or update backup and restore procedure and policy.
•  Maintain a record of system backup frequencies and backup times.
•  Perform regular tests of the ability to restore backed up data.
•  Collaborate with Team Leader: Hardware to ensure that backups conform to best practice retention cycles.

Disaster Recovery

•  Ensure All critical Business systems are replicated at DR.
•  Ensure All recovery systems are replicated at DR, including Infrastructure, DB replication and Software.
•  Manage Infrastructure DR Plan.
•  Manage DR Datacenter availability and stability.
•  Manage DR connectivity.
•  Manage DR capacity.
•  Support application teams as a database administrator running RDBMS technologies multi-node instance(s)
•  ITIL Change Management, Problem Management, Incident Management etc. procedures using tools (Service Now, BMC Remedy).
•  Pro-actively evaluate evolving technologies and recommend solutions to business problems.
•  Setting up, monitoring and troubleshooting popular Relational Databases.
•  Troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc.
•  Master Performance Tuning, Query Optimization, leveraging appropriate monitoring and troubleshooting tools.
•  Expertise with physical and logical schema design and troubleshoot common issues.
•  Detect and troubleshoot potential database related issues and constraints (CPU, memory, I/O, disk space, etc.).
•  Data loading into RDBMS from other non-RDBMS systems.
•  Strong knowledge of backups, restores, recovery models, database shrink operations, Database commands, Clustering, Database mirroring, Replication.
•  Index management, integrity checks, configuration, patching. How statistics work, how indexes are stored, how they can be created and managed effectively.
•  RDBMS patching, upgrading, applying CPUs, resolving patching conflicts etc.
•  Documentation skills for processes and procedures (creating Knowledge Transfer documents, run-books, topology etc.)
•  Exemplify the desired culture and philosophies of the organization.
•  Ability to be on call production support on a rotation basis.
•  Leads / Participates in planning for system development and expansion.
•  Leads / Participates in systems software and/or hardware projects.
•  Manages projects of limited scope or portions of large and/or complex projects.
•  Guides technical staff on a project basis.
•  Responsible for staff training of new applications and features.
•  Responsible for maintaining availability, security, and data integrity of applications.

Minimum requirements

•  A Bachelor's degree or Equivalent IT Qualification or Diploma
•  A minimum of 3 years in similar position
•  Mandatory: Microsoft Training and Certifications in Data Management
•  ITIL
•  CobIT

go to method of application »

Job description

Litigation:

• Manage litigation matters internally, conduct internal investigations and liaise with external legal resources and insurers
• Represent the company in ensuring the efficient resolution of negotiations and disputes

Contracts:

• Ensure that contracts are effectively drafted, reviewed, interpreted, vetted, implemented and stored

Legal Support:

• Support the executives and the company in general with the timely advice on all matters of legal nature including contract drafting and interpretation, litigation, dispute resolution, patents and trademarks, governance and regulation
• Responsible for handling a variety of moderately complex assigned legal projects
• Provide professional legal support and advice
• Work in teams on particular projects such as new ventures, due diligence exercises, creating and writing policies and procedures, business processes and principles
• Taking decisive actions on a wide variety of legal issues and assessing and assisting with contentious and controversial issues

Legal Risk:

• Advise on legal exposure for the business and mitigating actions
•  Ensure that system, controls and processes are appropriate and relevant to mitigate such risk
• Attend quarterly risk meetings with executives and internal auditor to monitor and report on legal risk management

Risk/Compliance:

• Assist the business in compliance with various legislative requirements
•  Act as legal counsel on issues involving company compliance with moderately complex governmental and regulatory standards
• Inform the business of new and amended legislation, and work with Internal Audit to ensure compliance with and implementation of relevant legislation

Legislation & Regulatory:

• Analyse implication of case law, legislation and regulatory matters that affect the company and report back to the executive team

Minimum requirements

• 6 years in a corporate legal environment
• Contract drafting and negotiation skills
• Minutes/resolutions/policies/mandates drafting skills
• Coaching/training skills
• Presentation skills
•  Communication skills
• Legislative and regulatory knowledge
• Bachelor’s degree in law
• Admitted attorney 

go to method of application »

Job description

•  Perform a minimum of 4 voice communications assessments per agent per month.
•  Perform a minimum of 4 written communication assessments per agents per month.
•  All assessments are to be recorded and scored on the score card against prescribed standard and e-mailed to the Agent and Supervisors once             concluded.
•  Where applicable, recommendations on possible training and coaching interventions to be forwarded to relevant Supervisors and Manager. 
•  Trends and improvement areas are to be highlighted
•  Quality assessor to meet with Product Support Managers and Supervisors on a regular basis to establish a good working relationship and ensure
•      that the needs of the specific area are met.
•  On-going interaction with the agents is required to establish rapport, and to gather information on challenges, needs and possible quality\process
•       improvements.
•  First Call Resolution to be monitored on all voice and written communication and indicated on a monthly report.
•  Trends to be identified and highlighted
•  Where FCR has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
•  Various data quality exception reports to be scrutinized
•  Trends to be identified and highlighted
•  Where Data Quality has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
•  Regular Calibration Sessions held to ensure scoring consistency
•  Problem Areas identified
•  Discuss new ideas and implementation thereof across the area.
•  Monthly reports on assessments and data quality. 
•  Support the team in achieving the departmental service level by monitoring the floor during peak times and assisting the operators with handling
•       emergency calls where necessary
•  Compile Knowledge Assessments once a month in line with Gaps identified in terms of knowledge, Skills and Processes.
•  Support supervisors and to ensure staff comply with all SOP’s. 

Minimum requirements

• Matric
• Minimum of 2 years Customer Service experience
• Above average ability to draft management reports
• Above average knowledge of Tracker processes, systems, and products
• Knowledge of GPS or GSM and RF systems will be advantageous
• Excellent geographical knowledge of South Africa
• Excellent communication skills
• Self-starter with a flexible attitude
• Superior planning and organizational details-attention to details
• Above average knowledge of the SAPS processes on stolen and hijacked vehicles

go to method of application »

Job description

Primary Responsibilities: 

• To handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
• To remain abreast of the latest Nissan/Datsun & Infiniti products, launches, campaigns, etc. at all times.
• To assist with all customer complaints and queries received .
• To maintain a high level of telephone etiquette at all times.
• To live log all customer care cases on the relevant Nissan software program.
• To ensure a high standard of detailed information regarding customer care complaints and queries received.
• To attach all e-mails and calls to your case as well as documents.
• 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 ensuring resolution.
• To liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
• To refer escalated cases to Management for decision making, when required.
• To provide timeous feedback to customers.
• To ensure the timeous resolution of customer care complaints and query management.
• To liaise/mediate between Nissan Dealers and Nissan SA on behalf of customers, when required.
• To reach a quality rating of 90% for case management and 90% for call quality, as per the SLA.
• To ensure that not more than 3% of calls are abandoned, as per the SLA.
• To reach a productivity level of at least 95%.
• To plan and prioritize tasks on hand.
• To adhere to all Company and client policies, procedures and processes.
• To provide an outsourcing service to the client (Nissan, Datsun & Infiniti SA).
• To assist with any ad-hoc duties as requested by your Supervisor or Manager.

Secondary Responsibilities 

• Check and validate Ipsos data received via the Nissan Voice of Customer Portal, all Confidential interviews needs to be closed same day.
• Log a case as per the Case Logging Process. Ensure the capturing is of high standard as per the detail received from the Nissan Voice of Customer Portal.
• Once case has been logged, close the complaint on the Nissan Voice of Customer Portal to prevent Service Level Agreement breach of 48hrs.
• Contact the customer to determine if assistance is required or if the matter was successfully resolved by the Dealer.
• Case is escalated to the relevant line Manager and DP. APM & SPM to be copied in on System Notifications to the Dealer. Telephonic follow up is required to determine the Dealer’s action plan to rectify and rebuild the relationship with the Customer.
• Liaise with the Customer and Dealers and all involved parties timeously.
• If customer is not available, ensure 3 attempts to contact including sms and e-mail to Customers needs to be noted and attached on Salesforce.
• Case has to be resolved within 48hours (2days) on the Voice of Customer Portal and Salesforce. Should further action be required: The Customer, Vehicle and Case details needs to be sent to CSC for further handling.
• Immediate escalation if you see commonalities in problems experienced by customers. Escalation to NSA management/Customer Focus Manager
• Ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
• To reach a productivity level of at least 95%.
• To adhere to all Company and client policies, procedures and processes.
• To assist with any ad-hoc duties as requested by your Supervisor or Manager.

Minimum requirements

Experience, Skills & Knowledge:

• Matric with at 3 years’ experience in in a customer care contact centre in the Motor industry
• Experience in a CRM role is compulsory
• Proficiency in MS Office & Outlook
• Desire for Customer satisfaction
• Strong verbal and written communication skills
• Strong judgment ability
• Attention to details
• Ability to work independently and in a highly pressurised environment 
• Own reliable Transport will be advantageous
• Own uncapped stable internet connection (Work from home) 

Competencies: 

• Extensive knowledge and understanding of the Motor Industry
• High level of knowledge relating to Product and Processes within the Organisation.
• High level of telephone etiquette.
• 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.
• High level of facilitation skills.
• Ability to function at various levels within the business.
• Excellent communication, listening and writing skills.
• Attention to detail.
• Assertiveness and negotiation skills.
• Leadership qualities and skills.
• Computer literacy and a high typing speed.
• The desire for customer satisfaction.
• The ability to multi-task.
• 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 in a team.
• To be self-driven and motivated and to demonstrate initiative and a high energy level.
• The ability to work flexible hours and to act within short notice periods.