Customer Care Co-ordinator - Randburg, South Africa - Tracker South Africa

Tracker South Africa

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Listing reference:
track_001002

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Client Services
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:No
Introduction:
Tracker requires the services of a Co-ordinator in the Caredesk department at Head office based in Johannesburg.

We require a diligent and hard-working individual with a passion for customer experience who can be part of a highly motivated team.

Job description:

Ensure that telephonic / electronic requests and walkin clients received within the Caredesk Department are handled efficiently and in line with service level agreements and standards.
Ensure that complaints / requests received at Director Level / Hellopeter / Social Media websites are resolved in line with service level agreements and standards as a first priority.
Ensure meeting of targets / deadlines as per Key Performance Agreement.
Follow up queries and liaise with all necessary parties and departments regarding query resolution.
Identify concerns or trends, investigate and propose possible solutions for problems.
Attend to walk in clients with a view of resolving queries / complaints.
Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise
To gather information on complaints including root cause analysis as well as recommendations for Managements review.
Monitor and oversee social media platforms.
To be responsible for investigation, resolution and reporting of all customer related complaints.

Minimum requirements:

Matric with a 5 years working experience in a Contact Centre.
Experience in handling director level complaints will be advantageous.
Minimum 1 year experience in handling escalations and/complaints.
Must have a genuine concern for customer complaints and work with dedication towards finding solutions
The ability to cope with a constant changing and pressurized environment.
Good understanding of operational environment (Product and systems knowledge) and analytical skills
Must be selfmotivated and a good team player.
Excellent knowledge of Social Media platforms (Facebook, Twitter, etc.) and complaints platforms like Hello Peter.
The incumbent should have excellent communication skills and high emotional intelligence (EQ) level.
The ability to work in an environment where multiskilling is required.
Must be creative in finding solutions for customer complaints and excellent troubleshooting abilities.

Benefits: