Multiskilled Product support Consultant

Tracker requires the services of a Multiskilled Product Support consultant in the customer Services, Product support department.This resource will support the existing organization of work and staff within the department as well as the supporting departments and stakeholders within Tracker. Identify and document process gaps with the assistance of the supervisor whilst assisting with agent onboarding/training and nesting for new agents. And continuously drive a feedback loop that enhances the overall Customer Experience and strategic objectives of the department.

• Assist with agent onboarding/training and nesting for new agents.
• Identify and document process gaps within the product support value chain together with the assistance of the supervisor.
• Serve as a back-up resource to the Client Liaison Agent by performing the same function if needed to achieve productivity outputs.
• Assist on behalf of administrators by evaluating mailbox work allocations.
• Ensure that all relevant queries are resolved according to the relevant SOP.
• Provide proactive and innovative solutions to drive excellence in the customer experience value chain.
• Assist with any other tasks or duties assigned by the Supervisor as the need arises to ensure exceptional and efficient service.

• Assist in driving compliance by ensuring adherence to schedule at all times and embarking on corrective action (within scope of control) where required.
• Contribute towards defining and driving the implementation of processes, policies, and systems to improve and enhance the product support value chain.
• Assist in driving improvements in product support and customer satisfaction by executing on the core strategies of the Product Support Department.
• Understand the key product support interactions in the customer lifecycle and drive relevant changes and improvements.
• Remain informed of the latest industry techniques and methods and apply best practices to areas of improvement.
• Define and implement best practice and fit-for-purpose processes and standards across the Product Support Department.

• Strictly adhere to the company's quality framework and standards.
• Perform regular side by side call interactions with Agents to assist in raising levels of competence.
• Conduct relevant agent nesting initiatives in collaboration with supervisors to drive continuous improvement in individual performance standards.
• Utilise relevant data and insights to diagnose coaching and training needs of agents for further action by supervisors.
• Conduct relevant agent nesting initiatives in collaboration with supervisors to drive continuous improvement in individual performance standards.
• Conduct remote call listening as a way to identify training needs and opportunities for improvement.
• Utilise relevant data and insights to diagnose coaching and training needs of agents for further action by supervisors.

• Compile monthly report (analytics) and send it for management's review.
• Report on committed KPIs and track customer service metrics as they pertain to Product Support objectives.
• Assess relevant product support statistics and prepare detailed reports on findings in the form of business insights.
• Assess relevant product support statistics and prepare detailed reports on findings in the form of business insights.
• Review critical performance data regularly to monitor and measure productivity, goal progress and activity levels within Product Support.
• Assist in driving communication and insights regarding customer experience with all relevant internal and external stakeholders across the business where relevant.
• Essential: Matric NQF 4.
• Training: Proficient skills in Microsoft Office package (Word and Excel) basic computer & typing skills.
• At least 3-year Call Centre/Customer Service experience with a focus on product support.
• Previous technical experience is advantageous.
• Excellent knowledge of relevant Tracker systems (TMS, Eagle Eye, AHC, Telematic devices) and processes. Excellent Tracker System, Product & Interdepartmental Knowledge.

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