Tracker: Critical Services Learnership

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Tracker Critical Services Learnership

Job Position: 24 HR Critical Services Learnership

Location: Randburg

Closing Date: 24 May 2023

Ref No: track_001031

Job Description

Tracker Connect is providing a once-in-a-lifetime chance to eight South African young people with tremendous potential through our 24HR Critical Services (National Emergency Control Centre and Monitoring Control Centre) Learnership NQF Level 4 program, which will be headquartered at Tracker’s Johannesburg headquarters.

The Learnership aims to provide young unemployed young people with the call center skills, experience, and information needed to provide great customer service. Key Results: This learning intervention is a full certificate that consists of 132 credits of organized unit standard-based learning paired with practical/workplace experience and a skills program defining the Tracker National Emergency Control Centre. After completing the qualification, the young people will be equipped with the following skills:

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Competencies

  • Becoming a one-stop call-center employee.
  • Ensure that Customer Service standards are maintained in a high-pressure environment by collecting and updating information.
  • Handling electronic communications
  • Assisting with data integrity efforts
  • Providing effective call center services.
  • Take any activity that will improve the Customer Service experience.
  • Professionally receive and resolve inbound emergency calls from Tracker clients.
  • Activate and handle events in accordance with policies and procedures.
  • Obey the terms of the SAPS MOU and SOP (standard operating procedure).
  • Nationally coordinate and facilitate recovery actions in accordance with relevant SOPs.
  • Coordinate with partners (both internal and external) to guarantee proper and efficient response and recovery of triggered cars.
  • As needed, provide full and detailed feedback to Tracker clients.
  • Record the data on the appropriate system in accordance with established standard operating procedures (SOPs).
  • Maintain and improve stakeholder connections by offering high-quality services with impeccable telephone etiquette.
  • Identify callers using predefined authentication standards; provide key stakeholders with regular feedback as needed.
  • Capture and verify stakeholders’ information, enquiries, inquiries, questions, and/or complaints, and escalate as necessary in accordance with the relevant SOPs.
  • Coordinate with internal role players to ensure that relevant stakeholders receive exceptional service.
  • Follow up with representatives to ensure that all inquiries and/or queries are resolved within the service level specifications defined schedule.
  • Assist in the continuous improvement of the department’s availability metrics.
  • Ensure that all data submitted for activations, verifications, and recoveries is accurate and correct, in accordance with agreed-upon quality and time requirements.
  • Ensure that all quality standards are met in the execution of all call center activities in accordance with NECC and MCC operational regulations.
  • Maintain regular contact with NaVICC, SAPS HQ, and the Provincial SAPS.
  • Provide relevant stakeholders with non-recovery comments.
  • Provide regular updates on vehicles that have been activated.
  • Provide any and all necessary feedback and support with client complaints and query resolutions.

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Requirements And Experience

  • Be a South African Citizen in possession of a valid SA ID
  • Ages between 18 and 35 with no Criminal Record
  • Matric with a D / level 4 symbol pass in the English language
  • Currently, be unemployed and not studying full-time.
  • A passion for customer service and a professional attitude at all times.
  • The ability to communicate clearly and professionally with clients.
  • Excellent interpersonal skills
  • Detail orientation
  • Desire and potential to learn.
  • The ability to cope with a constantly changing and pressurized environment.
  • The ability to work in an environment where multi-skilling is required.
  • Basic computer skills

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Please keep in mind that applications from specific categories will be given preference in accordance with Tracker’s criteria.

A minimal stipend will be provided as compensation to cover basic living expenses during the 12-month Learnership.

Consider your application was unsuccessful if you have not been contacted within four weeks.