Job Description

Job description
• Accept inbound-emergency calls and ensure that the response and recovery process flow smoothly and in accordance with all approved SOP’s and policies;
• Maintain the ability to obtain all the required critical information from highly stressed and/or traumatised customers;
• Liaise with Tracker recovery personnel, private recovery partners and law enforcement agencies throughout the activation and recovery process;
• Accurately capture all progress on and or activities relating to response and recovery;
• Continuously update the response and recovery teams;
• Direct recovery personnel to the locations of activated vehicles;
• Navigate and utilise multiple systems and screens during the activation, tracking and recovery process;
• Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner aligned to Tracker’s principles and values;
• Adhere to internal and external SOP’s, SLA’s and MOU’s;
• Provide inbound and outbound services to both existing and prospective customers and partners;
• Report deviations to the shift supervisor and/or NECC manager;
• Work in a highly pressurised environment;
• Have a thorough and clear understanding of the nature of the Department and of Tracker as a business;
• Contribute towards enhancements and developments within the Department; and
• Constantly strive towards providing an above average customer experience.

Minimum requirements
• Matric (Grade 12) or equivalent acceptable NQF Level 4 qualification;
• Minimum 2 years call centre experience
• No criminal record or pending cases (

Applicant

will be subjected to a criminal check and pre-employment polygraph examination);
• Excellent listening, verbal and written skills;
• Fluent in English (speak, read and write);
• Ability to think proactively and take initiative to best serve our customer needs;
• Ability to handle pressurised, stressful and/or traumatic situations;
• Must be able to work shifts as per the approved shift roster, including weekends and public holidays;
• Must be willing to perform paid standby shifts as required – planned and unplanned;
• Driver’s licence and own reliable transport;
• Understand the importance of team work and social cohesion;
• Be able to work in a disciplined environment with strict operational policies and rules;
• Be able to take instructions and follow processes and procedures;
• Computer literate with above average typing skills
• Attention to detail and accuracy; and
• Cultural adaptability and social tolerance.
• Registration with the Private Security Industry Regulatory Authority (PSIRA) or ability to register within a timeframe set by Tracker;
• Police or Emergency Service experience;
• Working experience in a vehicle crime investigation environment; and/or
• Emergency Control Centre or Customer Service experience in a similar environment