Job description

• Ensure that telephonic requests received within the department are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that email requests (VAX) received within the Division are handled efficiently and service level agreements are maintained in line with policies and procedures.
• Supervise the successful delivery of all Customer and Fitment Centre activities and the daily running of the department according to approved SOPs (standard operating procedures).
• Increase Customer and Technician satisfaction through the proactive design and implementation of relevant process improvement initiatives.
• Listen to calls to improve quality, minimise errors, and track agent performance through implementing corrective measures as required.
• Proactively review the performance of staff and identify training and development needs.
• Perform the collation and discussion of KPA’s and the implementation of Performance Improvement Plans / Performance Development Plan’s where applicable with all staff.
• Collaborate with the Manager: Installation Support in coaching, training, motivating, and retaining staff.
• Supervise department resources as required to support customer/technician/Fitment Centre and stakeholder demands and needs
• Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level and external customer and Fitment Centre interactions.
• Contribute towards the successful management of campaigns and projects that are allocated.
• Assist with any other tasks or duties assigned by the Manager
• Conduct relevant analyses of individual Agents as well as call centre team statistics and trends on a regular basis in order to produce meaningful insights that can assist with improving productivity.
• Prepare all relevant business reports on a daily, weekly, and monthly basis in line with agreed quality standards and deadlines.
• Drive the delivery and implementation of department Service Level Agreements through strict compliance.
• Provide satisfactory resolution of all escalated complex customer service queries and/or concerns in line with company policies and procedures.
• Contribute towards the design and implementation of fit-for-purpose initiatives aimed at improving customer service for Tracker across all relevant touch points.
• Ensure that queries and complaints are resolved according to the relevant SOPs and standards implemented throughout the department.
• Design and ensure the successful implementation of proactive and innovative solutions to drive the achievement of customer experience objectives.
• Implement proactive measures to ensure that both the company and the customers’ best interests are kept at heart.
• Provide excellent service to both existing and prospective clients and technicians whenever called upon.
• Seek opportunities to negotiate better pricing to save costs wherever possible.
• Ensure that new information regarding methods of installation is communicated to all team members.
• Ensure that all disciplinary procedures are upheld and maintained according to policies and procedures.
• Ensure compliance to tool and vehicle checks are strictly adhered and in line with SOPs (standard operating procedures).
• Conduct regular meetings with scheduling to establish any shortfalls and Technician area allocations.
• Assist with relevant project maintenance by overseeing and reporting on ongoing statuses.
• Maintain a good relationship with Management, specifically Installations and Scheduling Managers.
• Liaise with Brokers, Dealers, Fitment centres, Corporates, Sales, and staff at head office in an effort to build and sustain successful working relationships.
• Ensure that all company assets are maintained to the company’s standards.

Minimum requirements

• Essential: Matric. NQF 4
• Essential: At least 3 years’ Testing, configuring and commissioning of Tracker products
• Desirable: At least 1 year Supervisory or Team Lead experience.
• Demonstrated competence and working knowledge of administrative, organising, coordinating and PR skills is required.
• Demonstrated competence and working knowledge of Microsoft office.