This position is responsible for the monitoring and management of risk events within the call center support division.
Main Job Functions
- Monitoring and phoning of all customer high-risk alarms received.
- Monitoring and phoning for all movement exception alarms received.
- Activation of time-specific events and zones according to customer expectations.
- Initiate Phase 1 Recovery Channel for stolen and hijacked vehicles.
- Handover Phase 1 Recovery process to Phase 2 Escalations.
- Assist with all track and position requests.
- Assist with all quick report requests.
- Complete all required internal and external reports.
- Assist and handle all level 1 associated queries and escalations.
- Ensure all queries are escalated to the correct channels.
- Minimum Matric or equivalent.
- Two years of relevant work experience, preferably within a call center environment.
- Prior experience in customer service, preferably in a call center or contact center environment.
- Proficiency in Microsoft Outlook, Word and Excel.
- Fluent in English, preferably bilingual in Afrikaans.
- Must be computer literate.
- Good knowledge of customer relationship management (CRM) systems 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.
