Retail Store Operations assistant

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

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 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