Premium Support Coordinator

About the role

Tracker is seeking a Premium Support Coordinator for its Customer Experience Care Desk at the Johannesburg head office. The role provides 24/7/365 end‑to‑end support to Tracker Platinum‑Gold and VIP customers as well as internal stakeholders, ensuring service quality and timely issue resolution.

Key responsibilities

• Handle telephonic, electronic and walk‑in customer inquiries in line with Service Level Agreements.
• Open, allocate and monitor service requests, ensuring timely resolution and customer satisfaction.
• Load contracts, schedule services and process contract amendments, including re‑contracting and upselling.
• Prepare daily operational reports and shift handovers for supervisors and stakeholders.
• Address internal and external queries and complaints promptly and professionally.
• Track and follow up on returned service requests to guarantee closure.
• Support health‑related cases for premium customers, including faulty stacks and stolen/hijacked vehicle incidents.
• Investigate faulty units, perform post‑installation testing and health checks, and update odometer readings.
• Assist customers with web‑login resets, password issues and queries on the MyTrac platform.

Required profile

• Experience handling customer inquiries via phone, email and in‑person.
• Familiarity with service‑level agreements and contract administration.
• Ability to manage service requests and provide technical troubleshooting.

Required skills

• MyTrac platform usage