Product Support Agent - Cape Town

The Regional Product Support Agent is responsible for assisting customers with technical challenges, application navigation, and product-related queries. While daily customer walk-ins and system log-ins will be facilitated and managed by the Regional Supervisors, the technical assistance function will remain centralised from the Johannesburg Head Office to ensure consistency, quality, and efficiency in resolving customer concerns.

• 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.
• Taking ownership of all queries received, calls taken and assisting the client within our SLA's.
• Provide feedback to management on recurring customer issues or product-related concerns.
• Product support is a centralised function with the biggest ownership of delivery to the manager product support head office
• 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.
• Initiative
• Teamwork
• Problem solving
• Customer centric

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