About the job
Job PurposeTo respond to client queries and report any incidences to the technical, IT and recovery team for action; monitor the non-streaming and non-polling incidences and note for action as necessary.Main Duties And Responsibilities
- Respond to inbound calls, client’s emails, capturing clients’ notes/case notes and offering the necessary support
- Preparing non-streaming and non-polling reports for action by the Supervisor and the technical department
- Preparing a detailed weekly status and installation report for the Banks
- Liaise with international support in case of minor system problems
- Attend to terminal alerts, power on and off, panic events, ignition events etc. in a timely manner
- Assist in troubleshooting fitment errors during fitment in the absence of the technical supervisor
- Record all incidences reported in the Occurrence book
- Filling in of the incident forms in case of a recovery
- Assist to trouble shoot cases arising from clients
- Immobilization of vehicles in case of a client request via mail or phone
- Oversee all the general operations of the control room
- All policies & procedures of the Company and the department Standard operating Procedures are followed consistently for all events
- Perform any other business as may be assigned to you from time to time by the supervisor
- Monitoring of cross border alerts (for bank deals) and informing clients via phone
Qualification And Experience
- Diploma in IT or related field from a reputable institution of higher learning
- Knowledge of Motor Vehicle electrical and IT skills
- Minimum of at least 3 years work experience in a call center (security emergency control room – advantageous)
- Knowledge of GPS/GSM/GPRS devices
- Ability to understand and interpret GPS/GSM/GPRS installation
- Proficiency in Computer skills
- Willing to work night shift
- Customer Service
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