We are hiring Call Centre Support Agents
This position is responsible for providing a telephonic support function to customers, Fitment Centres, and CTFM branches and for monitoring and fast-track recoveries for SVS-installed vehicles. To monitor and liaise recoveries for SVS Customer vehicles and to provide a support function to all our customers, Fitment Centres, and CTFM Branches.
Main job functions:
- Monitoring and phoning of all customer high-risk alarms received.
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To work within any operating areas as determined by the management and needs of the business.
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Report all exceptions to specified customer contact and log on CRM.
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To monitor all vehicles on a regular basis and ensure that the stipulated monthly checks are completed.
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Monitor Secure exceptions as per Secure Monitoring Standard Operating Procedures.
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To report any exceptions as per the Departmental policies and procedures.
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Assist with all quick report requests.
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Ensure all equipment used during the course of daily duties is handled correctly and report any defects to the Supervisor.
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Download and forward reports as specified in specific Customer Standard Operating Procedures.
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Generate required reports to Management on a weekly and monthly basis.
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To complete all office administration efficiently.
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Register new vehicles on Secure Base.
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Recover possible hijacked/stolen/lost vehicles as indicated in Recovery Standard Operating Procedures and ensure that related administration is correctly completed and finalized.
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Ensure that CRM Database is edited with the correct client details of existing clientele as well as new clients.
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Ensure that all relevant information and correspondence is filed in the individual client file.
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Edit updated fleet lists received from Bureau clients and update the mobile database on Ctrack Master base stations accordingly.
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To register new vehicles on Hub and ensure new vehicles are properly routed to base stations.
Qualifications and experience:
- Minimum Matric or equivalent.
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Prior experience in customer service, preferably in a call center or contact center environment.
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Proficiency in Microsoft Outlook, Word and Excel.
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Fluent in two languages, one of which must be English.
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Must be computer literate.
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Good knowledge of Reporting Bases.
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Good customer relationship management (CRM) systems knowledge and basic computer proficiency.
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Flexibility to work in shifts, including weekends and holidays, as per business requirements.
Skills required:
- Good written and verbal communication skills.
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Excellent problem-solving and analysis.
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Good decision making.
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Exceptional customer service and interpersonal skills.
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Strong attention to detail and accuracy.
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Ability to handle difficult customer situations with empathy and professionalism.
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Ability to multi-task, prioritize, and manage time effectively.
Closing Date: 26 September 2024 at 16:00
