Overview Tracker requires the Services of a Senior Operator in the Volvo on Call (VOC)/Bureau/Susan monitoring Control Centre based within the MCC at Head Office in Johannesburg. This position requires a candidate who is committed to delivering extraordinary customer service as well as being conscious about our customers and their vehicle safety. The ideal person will also be responsible for ensuring effective customer liaison interactions and dispute resolution. The ideal person should be able to work shifts of 12 hours, be committed and dedicated and work in a highly disciplined environment. Industry: IT & Internet Job category: Sales and Purchasing Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Job Description Key roles and responsibilities: Control Centre Duties And Functions Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets. Working totally independent on a daily basis Excellent listener, able to analyse and interpret information Capacity to clearly present information, either written or verbal Accurate and timeous communication and follow through on all calls/cases received Ensure VOLVO Customer Service Standards are maintained, and problems solved in a professional manner Selling SVR to new VOLVO customers Dealing with VOLVO stolen vehicle recovery, immobilizing the vehicle and working very closely with the NECC when handing over (taking control of the entire situation) Vast knowledge of the Volvo vehicle/s, including technical aspects Bureau services provided to Tracker Fleet customers (Fleet management) on Empower. Assisting supervisors and attending to the MCC signals when required (dual function) Ensure all your administrative and shift duties are accurate and complete Ability to regulate and manage one’s emotions in a healthy productive manner Ensuring the optimal alignment of employee behaviour with the organisation’s vision and values Capacity to foster trust and create the emotional intelligence on how to deal respectfully and understandingly with others & customers Resilience to stress in appropriately balancing these various pressures to maintain stable performance Minimum Requirements Qualifications, experience and competencies required: Grade 12 or an equivalent NQF level 4 Qualification PSIRA Grade E Active 2 years’ experience in customer service delivery industry Call centre experience will be an added advantage Proficiency in MS Office. Must be able to work shifts, have a driver’s license and own/reliable transport Open communication with honesty and integrity is essential Punctual #J-18808-Ljbffr