Vacancies at Tracker Connect (Pty) Ltd

Job description

• Define and drive the implementation of sales initiatives for Tracker Dealer and Fitment Center business to maximize sales growth in both channels.
• Positively influence the distribution network to achieve the business objectives through a formulated and effective sales plan.
• Assist and guide the regional offices with their sales roll out and servicing the national group accounts.
• Build sustainable relationships within the dealer industry and Fitment Centers, identify and maximize growth opportunities.
• Lead the Sales teams in the dealer industry, providing leadership, management of targets, performance management and customer service.
• Leadership and development of staff on a Regional basis.
• The ability to analyze the current and future needs of the business and to formulate sales strategies accordingly.

Minimum requirements

• Matric with a Business Qualification such as Diploma / Degree in Financial Management or similar Management Development Programme would be advantageous.
• Minimum 5 years Management experience of Field Sales team with minimum of 6 direct reports.
• Experience in the dealer industry and working with Partners would be advantageous
• Experience in utilizing formal Sales Methodologies in sales execution.
• Extensive experience in managing and engaging with Executives, senior managers, Managers and staff.
• Ability to deal with customers at operational and Executive level
• Excellent written and verbal communication.
• Strategic, intellectual and analytical abilities.
• Result and action orientated.
• Ability to work under pressure.
• Consultative style with influencing ability.
• High degree of emotional intelligence with strong leadership skills.
• Must have a valid driver’s license.

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Job description

• Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
• Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Daily assistance with call retrieval requests if the need arise.
• Effectively managing of resources in own team to help other teams in Customer Experience when required.
• Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
• Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
• Upkeep of administrative staff files including all policies and procedures.
• Collation and analysis of statistics on a daily / weekly and monthly basis.
• Collation and discussion of KPA’s and implementation of Performance evaluation and PDP’s where applicable.
• Daily spot checks to be done on agent performance through call listening and “on the job” coaching.
• Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP’s.
• Daily monitoring and follow up / coaching on individual QA scores, targets, telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within department, investigate and propose possible solutions for problems.
• Continuous implementation of staff motivation through creative and innovative ideas.
• Be able to interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support. 

Minimum requirements

• Matric
• 2-4 years Supervisory experience in customer service (Inbound).
• Excellent understanding of telephony monitoring systems and interpretation of reports
• Advance knowledge on the following systems required:
• CDS, CRM, Skytrax
• Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms)
• Aspect & Webrecall·
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skill
• Work accurately with high level of attention to detail.
• Ability to work under pressure.

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Job description

• Provide telephonic service existing clients.
• Handle after Installation product support related queries (TomTom, Empower, Skygistics and Skytrax related queries)
• Liaise with internal / external clients, branches, consultants, as well as fitment departments
• Capture, maintain and update customer and vehicle details
• Communicate with the Cancellation department when receiving cancellation request from the clients
• General office administration (Pull reports, Investigation, Roaming and Login/reset passwords)
• Provide feedback to the internal and external customers
• Creating, allocate and follow up on service requests
• Handle internal and external complaints on Telephonically and emails
• Any other related tasks or duties assigned by the Supervisor / Line Manager
• Adherence/Comply to schedules as determined on the Telephony system.

Minimum requirements

• Must have Matric / Grade 12
• 1-year previous call centre experience 
• Computer skills: MS Office, MS Outlook as well as MS Internet Explorer.
• Understanding of telematics & telecommunications, specifically GSM & satellite communication
• Excellent Communication (verbal and written) skills
• Ability to take ownership of tasks and queries
• Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.

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Job description

• The Acquisitions agent is responsible for sales and lead conversion targets
• Marketing of Tracker to both existing and new customers
• Scheduling fitments of Tracking units
• Follow up on outstanding leads and/or queries
• Handle inbound and make outbound calls according to campaigns
• Demonstrate excellent knowledge of product, service offerings and systems
• Negotiate and make relevant product and service adjustments in line with customer needs, product pricing and Trackers sales strategy
• Dealing with customer queries and complaints in a competent, efficient and professional manner, in accordance To Trackers quality standards and values
• Selling of value added services
• Provide constant feedback to intermediaries, management and other departments regarding status of leads
• Ensure quality benchmarks are achieved
• Manage time and workloads to ensure that deadlines and targets are met
• Align own behaviour with Trackers culture and values
• Ensure achievement of own performance requirements

Minimum requirements

• Matric
• Minimum 1 year previous call centre experience in a sales environment is essential
• RE 5, 120 FAIS credits advantageous
• MS Office knowledge (Basic or Intermediate Excel)