Description

We are hiring Call Centre Support Agents

We are seeking highly motivated and customer-oriented individuals to join our dynamic call center team. As a Call Centre Support Agent, you will be responsible for providing exceptional customer service through various communication channels, including phone, email, and chat.

The agent will be responsible for providing a telephonic support function to customers, Fitment Centres, and CTFM branches and for monitoring and fast-tracking 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.

Responsibilities

•  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.

Requirements

•  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.

Skills & Competencies

•  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.