Customer Care Co-ordinator

About the role

Tracker is seeking a diligent Customer Care Co-ordinator to join its Caredesk department at the Johannesburg head office. The role focuses on delivering exceptional customer experiences across multiple channels while meeting service level agreements.

Key responsibilities

• Handle telephonic, electronic and walk‑in client requests efficiently, adhering to SLA standards.
• Resolve director‑level, HelloPeter and social‑media complaints as a priority.
• Monitor and manage social‑media platforms, ensuring timely responses.
• Investigate, resolve and report all customer‑related complaints, coordinating with relevant departments.
• Identify trends, conduct root‑cause analysis and propose solutions.
• Address financial, Tracker unit, application and system queries, including Willow system issues.
• Maintain accurate statistics and records in line with operating procedures.
• Achieve targets and deadlines set in the Key Performance Agreement.
• Support additional tasks assigned by supervisors or managers.

Required profile

• Matric qualification with at least 5 years of contact‑centre experience.
• 6 months to 1 year experience handling escalations, complaints and financial system (Willow) queries.
• Strong analytical skills and understanding of product and system operations.
• Creative problem‑solving ability and excellent troubleshooting.
• High emotional intelligence, self‑motivation and ability to work under pressure.
• Detail‑oriented, assertive and comfortable with multi‑skilling environments.

Required skills

• Facebook
• Twitter
• Hello Peter complaint platform
• Willow financial system

What we offer

• Medical Aid
• Provident Fund