Call Centre Support Agent for CTrack | Onsite Jhb (Shifts)

This position is responsible for providing telephonic support to customers, Fitment Centres, and CTFM branches. Monitoring and fast-track recoveries for SVS-installed vehicles. To monitor and liaise recoveries for SVS Customer vehicles and to provide a support function to all our customers, Fitment Centres, and CTFM Branches. The position is 7 am – 7 pm, four days in office and four days out of office.

Main job functions:

1. Monitoring and phoning of all customer high-risk alarms received.
2. To work within any operating areas as determined by the management and needs of the business.
3. Report all exceptions to specified customer contact and log on CRM.
4. To monitor all vehicles on a regular basis and ensure that the stipulated monthly checks are completed.
5. Monitor Secure exceptions as per Secure Monitoring Standard Operating Procedures.
6. To report any exceptions as per the Departmental policies and procedures.
7. Assist with all quick report requests.
8. Ensure all equipment used during the course of daily duties is handled correctly and to report any defects to the Supervisor.
9. Download and forward reports as specified in specific Customer Standard Operating Procedures.
10. Generate required reports to Management on a weekly and monthly basis.
11. To complete all office administration efficiently.
12. Register new vehicles on Secure Base.
13. Recover possible hijacked/stolen/lost vehicles as indicated in Recovery Standard Operating Procedures and ensure that related administration is correctly completed and finalized.
14. Ensure that CRM Database is edited with the correct client details of existing clientele as well as new clients.
15. Ensure all relevant information and correspondence is filed in the individual client file.
16. Edit updated fleet lists received from Bureau clients and update mobile database on Ctrack Master base stations accordingly.
17. To register new vehicles on Hub and ensure new vehicles are properly routed to base stations.

Qualifications and experience:

• Minimum Matric or equivalent.
• Prior experience in customer service, preferably in a call center or contact center environment.
• Proficiency in Microsoft Outlook, Word and Excel.
• Fluent in two languages, of which one must be English.
• Must be computer literate.
• Good knowledge of Reporting Bases.
• Good customer relationship management (CRM) systems knowledge and basic computer proficiency.
• Flexibility to work in shifts, including weekends and holidays, as per business requirements.

Skills required:

• Good written and verbal communication skills.
• Excellent problem-solving and analysis.
• Good decision making.
• Exceptional customer service and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to handle difficult customer situations with empathy and professionalism.
• Ability to multi-task, prioritize, and manage time effectively.