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