Installation Support Agent (Scheduling) - National

Installation Support Agent (Scheduling) JHB, PTA, KZN and Western Cape

Our client in the security sector requires the services of an Installation Support Agent in their Installation Scheduling division, at their branches in JHB, PTA, KZN and Western Cape. The candidates will be required to ensure Customer Service Standards are maintained, solve customer queries and work in a highly pressurized environment. We require diligent and hard-working individuals, who can be a part of a highly motivated team.

Duties and Responsibilities

• Marketing of vehicle tracking service to both existing and prospective clients.
• Establishing, building and maintaining relationships with our various partners.
• Contract administration, feedback and daily statistical reporting.
• Ensure that Customer Service standards are maintained in a highly pressurized environment.
• Provide service within the region as well as other departments/regions/staff within the company.
• Meet/exceed targets of 40 schedules
• Data capturing.
• Follow up leads/queries.
• Scheduling fitments of units.
• Liaising with technicians regarding appointments.
• Rescheduling of appointments.
• Checking/Maintaining high Quality of schedules.
• Monitoring effective utilization of company technicians.
• Outsourcing of work to Fitment centres.
• Maintain local and regional Scheduling Relationships.
• Management of potential cancellations.
• Taking ownership of all queries received and calls taken and assisting the client within our SLAs
• Required to handle average of 60 and more calls per day

Qualifications, Skills and Experience

• Matric with at least 1 year Contact Centre experience.
• Bilingual (English and Afrikaans) advantageous.
• Computer literacy.
• Excellent typing and accurate data capturing skills.
• Excellent communication skills including excellent telephone manner.
• Analytical skills.
• Ability to work under pressure.
• Feel confident to have all calls voice recorded.
• Excellent time management - Work with time controls.
• High levels of self-discipline.
• Be able to work independently.