Cartrack Dar es-Salaam, Tanzania
About the job
Job Purpose
To 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
