Industry: IT & Internet
Job category: Call Centre and Telesales
Location: Cape Town
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
TRACKER Western Cape requires an Installation Support Administrator to deliver scheduling support to the region. 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
- Marketing of Tracker to both existing and prospective clients.
- All the exceptions and urgent same day scheduling for the Western Cape Region
- Support and liaison between the Sales, Installations and Tech support in HQ
- Establishing building and maintaining relationships with our various partners.
- Contract administration, 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.
- Tech Support - Is responsible for the Tech efficiency and ensuring that all the bookings conform to the Scheduling aid. Will also take instruction from the IM about closing techs for projects, Annual & Sick leave and rebooking cancelled jobs.
- Follow up leads/queries.
- Scheduling fitments of Tracker units.
- Liaising with technicians regarding appointments.
- Rescheduling of appointments.
- Checking / Maintaining high quality schedules.
- Monitoring effective utilisation of Tracker technicians.
- Outsourcing work to fitment centres.
- Maintain local and regional Scheduling relationships.
- Management of potential cancellations.
- Taking ownership of all queries and calls taken and assisting the client within our SLAs
- Allocating of Prefit fitments to assigned Fitment Centres.
- Arrange and coordinate same day fitments as per Dealer requirements.
Required Competencies:
- Matric
- Extensive knowledge of the Western Cape geographical area
- MS office Knowledge (intermediate level in Excel)
- Above average Customer Service skills
- Ability to work under pressure
- Ability to work within a team
- Out of the box thinking skills
- Excellent communication and organizational skills
- Excellent service orientation
- Time management
