Premium Support Co-ordinator

Tracker Connect Pty Ltd · Johannesburg, Gauteng

Stop applying one at a time.

JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.

Introduction

Tracker requires the Services of a Premium Support Co-ordinator in the Customer Experience Care Desk department based at our Head Office in Johannesburg. The candidate is responsible to deliver dedicated, end-to end support 24/7/365 days to Tracker Platinum-Gold and VIP customers, as well as internal stakeholders, ensuring exceptional service quality, timely technical issue resolution, and proactive customer engagement in accordance with SLA commitments. To provide a diverse range of support services involving contracting, scheduling and overall support technical and product to premium Tracker customers

Job description Client and Service Request Handling

Efficiently handle telephonic, electronic, and walk-in customer inquiries in compliance with established Service Level Agreements SLAs, policies and procedures.
Open, allocate, and monitor service requests SRs to ensure timely resolution and customer satisfaction.
Accurately load contracts, schedule services, and process contract amendments as requested by customers, including re-contracting and upselling opportunities.
Prepare and deliver daily operational reports and comprehensive shift handovers to supervisors and relevant stakeholders.
Address internal and external queries and complaints promptly and professionally, ensuring effective problem resolution.
Track and follow up on returned service requests to guarantee closure and maintain service quality standards.

VIP and Platinum Gold Customer Support

Attend to health-related cases for ring-fenced customers, such as issues with faulty stacks, ensuring prompt and effective resolution.
Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards.
Assist the NECC team in managing stolen and hijacked vehicle cases in strict accordance with Service Level Agreements SLAs.
Maintain regular and effective communication with internal stakeholders to ensure alignment and smooth operational processes

Technical and Product Support

Investigate faulty units thoroughly and escalate issues to the appropriate teams when necessary to ensure timely resolution.
Perform post-installation testing and comprehensive health checks to confirm optimal functionality of installed units.
Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
Provide support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

Data and System Management

Investigate faulty units thoroughly and escalate unresolved issues to the appropriate teams to ensure timely resolution.
Perform post-installation testing and conduct comprehensive health checks to confirm optimal functionality of installed units.
Update odometer readings and reset units accurately for Tracker customers in accordance with company standards.
Assist customers with resetting web logins and resolving password-related issues promptly and professionally.
Provide expert support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving.
Respond to and assist with Tracker Care Guard-related queries, delivering accurate information and maintaining high service quality.

Continuous Improvement & Reporting

Identify concerns or trends; investigate and propose solutions proactively.
Gather root cause analysis of complaints and provide recommendations for management review and further action.
Compile and distribute daily, weekly, and monthly operational reports to provide visibility on service request volumes, resolution times, and SLA compliance.
Assist with monitoring and tracking key performance indicators KPIs and escalate any deviations from targets to management for corrective action.
Maintain accurate records of customer interactions, service requests, and contract amendments for audit and reporting purposes.
Prepare shift handover reports summarizing outstanding tasks, escalations, and critical updates to ensure seamless continuity of operations.
Assist with generating trend analysis reports to identify recurring issues and recommend process improvements.
Validate data accuracy in reports before submission to stakeholders to ensure reliability and consistency.
Assist with any other tasks or special projects assigned by the Supervisor/Manager.

Minimum requirements

Essential: Matric certificate. NQF 4
Desirable: Higher Certificate in Contact Centre Management; Customer Experience Management or a related field. NQF 5.
Essential: Minimum of 5 years general working experience in a Contact Centre role.
Essential: Minimum of 1 year experience in handling escalations and complaints within a contact centre environment.
Essential: Minimum of 6 Months experience working with a relevant financial system such as Willow.
Essential: Demonstrated working knowledge of basic business acumen and accounting / financial principles.
Essential: Experience dealing with VIP clients.
Desirable: Experience in a technical contact centre environment is advantageous.
Desirable: Experience handling director-level or escalated complaints is advantageous.
Desirable: Demonstrated working knowledge and exposure to the following systems – CRM, Willow, CDS, Fleet Logic, Aspect, HD.

Behavioural Competencies

Deadline:3rd September,2026