Tracker requires the Services of a Caredesk Co-ordinator in the Customer Experience Centre department based at our Head Office in Johannesburg. Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units. Requirement to work a 12 (twelve) hour shift (07h00 to 19h00 and 19h00 to 07h00) and standby shift as per departmental roster Assisting internal and external customers with queries. Investigation on all products, including faulty units. Opening, allocating and following up on service requests (including Returned SRs) General office administration. Assisting with all Product Support related queries. Assisting with vehicle location. Assisting with afterhours SRs and allocating to standby technicians, according to process. Assisting customers with Finance queries. Odometer updating and unit resetting of all Tracker devices. Resetting and assistance regarding of passwords. Assisting with queries regarding Tracker web app, Willow, Fleet Logic, Eagle, Tracker Mobile app, Tracker Home, Tracker Care Guard and android & IOS ratings. Other related tasks or duties assigned by the Supervisor / Line Manager (inclusive of special projects and ad hoc duties). Monitoring of and responding of Hootsuite and Facebook, Twitter as well as other digital media platforms such as LinkedIn, HelloPeter and Tik-Tok. Provide daily reports and feedback to the supervisor, internal and external customers during shift hand over. Handle internal and external complaints and queries; including CEO complaints via digital media, Outlook, web queries and telephone. Capture, maintain and update customer and vehicle details on CRM and CDS sites. Assistance with Tracker Care Guard queries. Adding stats to iEvolve and social media spreadsheet. Upselling of contracts (Sales through Service). After-hour Reseller support. Any ad hoc duties from Resellers or other Tracker departments. Matric and 1 year call centre experience. Experience in a technical and/or IT contact centre will be advantageous. Excellent computer skills: MS Office, Facebook, Twitter, MS Outlook as well as MS Internet Explorer. Understanding of telematics & telecommunications, specifically GSM & satellite communication. Excellent Communication (verbal and written) skills. Experience in dealing with VIP clients. Ability to take ownership of tasks and queries. Able to work under pressure. Excellent knowledge on Tracker CRM, SUSAN application, TMS, CDS, Willow, FleetLogic and AURA. Address customers, in a polite and professional manner and display the ability to rephrase a message in order to test the understanding of the message Deal with customer complaints in an effective and professional manner and display the ability to recognise and quickly respond to a problem Utilise the company’s values during interactions with customers (internal & external) by constantly displaying a high level of integrity, honesty, responsibility and agility Deliver timeously on promises to the customer. Display active listening skills when communicating / interacting with others. Willingness to assist others, when necessary, both internal and external customers Display a sense of urgency in achieving goals Display a high level of attention to detail #J-18808-Ljbffr