Product Support Agent

Position Summary

• Industry: IT & Internet
• Job category: Customer Service
• Location: Randburg
• Contract: Permanent
• Remuneration: Market Related
• EE position: NoIntroduction
• Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units.
• All queries and request will be assisted/dealt with efficiently and professional.

Job Description

Provide telephonic service existing clients.

• Handle after Installation product support related queries (Tom
• Tom, Empower, Skygistics and Skytrax related queries)
• Liaise with internal / external clients, branches, consultants, as well as fitment departments
• Capture, maintain and update customer and vehicle details
• Communicate with the Cancellation department when receiving cancellation request from the clients
• General office administration (Pull reports, Investigation, Roaming and Login/reset passwords)
• Provide feedback to the internal and external customers
• Creating, allocate and follow up on service requests
• Handle internal and external complaints on Telephonically and emails
• Any other related tasks or duties assigned by the Supervisor / Line Manager
• Adherence/Comply to schedules as determined on the Telephony system.

Minimum Requirements

• Must have Matric / Grade 121-year previous call centre experience Computer skills: MS Office, MS Outlook as well as MS Internet Explorer.
• Understanding of telematics & telecommunications, specifically GSM & satellite communication
• Excellent Communication (verbal and written) skills
• Ability to take ownership of tasks and queries
• Excellent knowledge on Tracker TMS, CRM, CDS, Skytrax Web and Skytrax Sales Support.

Competencies

• Attention to detail
• Initiative
• Teamwork
• Problem solving
• Results driven
• Customer centric