Industry: IT & Internet
Job category: Administration
Location: Durban
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of an Installation Support Administrator in their Customer Service Department at their Durban Office. The candidates will be required to ensure Customer Service Standards are maintained, solve customer queries and work in a highly pressurized environment. We require diligent and hard-working individuals, who can be a part of a highly motivated team.
Job Description
Duties and Responsibilities
- Ensure that telephonic requests received by the Scheduling department are handled efficiently and that company requirements and Service Levels are maintained.
- Ensure that email 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.
- 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 the Scheduling department.
- Booking new fitments, onsite inspections and service requests for business and consumer clients.
- Booking jobs with Fitment Centres.
- Assisting Tracker techs and Fitment Centre techs with technical assistance.
- Establishing, building, and maintaining relationships with our various partners.
- Complete administrative tasks, feedback, and daily statistical reporting.
- Ensure that Customer Service standards are maintained in a highly pressurized environment.
- Provide service within the region as well as other departments/regions/staff within Tracker.
- Meet/exceed targets.
- Data capturing.
- Daily and weekly follow up regarding Service Requests and New Fitments that are not completed.
- Sending daily and weekly Service Request stats and New Fitment stats to the relevant manager.
- Taking ownership of all queries received and calls taken and assisting the client within our SLAs.
Qualifications, Skills and Experience
- Matric with at least 1 year Contact Centre experience.
- Bilingual (English and Afrikaans) advantageous.
- Computer literacy.
- Excellent typing and accurate data capturing skills.
- Excellent communication skills including excellent telephone manner.
- Analytical skills.
- Ability to work under pressure.
- Feel confident to have all calls voice recorded.
- Excellent time management - Work with time controls.
- High levels of self-discipline.
- Be able to work independently or in a team.
- Medical Aid
- Provident Fund
