Customer Care Co-ordinator - Randburg - Tracker South Africa

    Tracker South Africa
    Tracker South Africa Randburg

    1 week ago

    Default job background
    Retail
    Description

    Job Description

    The Customer Care Co-ordinator is a diligent and hard-working individual with a passion for customer experience. This role involves working in a highly motivated team to ensure efficient handling of telephonic/electronic requests and walk-in clients within the Caredesk Department.

    Responsibilities:

    • Ensure timely resolution of requests and complaints received via various channels, adhering to service level agreements and standards.
    • Prioritize complaints/requests received at Director Level or on social media platforms, resolving them promptly in line with SLAs and standards.
    • Monitor and manage social media platforms to ensure effective communication with customers.
    • Investigate, resolve, and report customer-related complaints, follow-up queries, and liaise with relevant departments for query resolution.
    • Identify concerns or trends, investigate their root causes, and propose possible solutions.
    • Handle financial queries, Tracker unit application, and system-related queries and resolutions received via the CareDesk.
    • Attend to walk-in clients to resolve queries/complaints.
    • Maintain accurate records of statistics according to stipulated guidelines and operating procedures.
    • Perform additional tasks or duties assigned by the Supervisor/Manager as needed.

    Minimum Requirements:

    • Matric certificate with 5 years of experience in a Contact Centre environment.
    • Experience in handling director-level or escalated complaints is advantageous.
    • At least 6 months to 1 year of experience in handling escalations and/or complaints.
    • Familiarity with financial systems (Willow) is required.
    • A genuine concern for customer complaints and dedication to finding solutions are essential.
    • Ability to cope with a dynamic and pressurized work environment.
    • Good understanding of operational environments, analytical skills, and product knowledge.
    • Capacity for creative problem-solving, excellent troubleshooting abilities, and strong communication skills.
    • Self-motivation and teamwork are essential qualities.
    • Excellent emotional intelligence (EQ) level and attention to detail.

    Benefits include Medical Aid and Provident Fund.

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