Premium Support Co-ordinator

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.

• 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.

• 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.

• 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.

• Investigate faulty units thoroughly and elevate 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.
• 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 elevate 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.

• 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.

• Customer Support Delivery
• 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
• Outstanding analytical skills
• Diplomacy and tact
• Initiative
• Teamwork orientation
• Good problem-solving skills

Should you not hear from us within 4 weeks, please consider your application unsuccessful.

Medical Aid, Provident Fund

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