Customer Engagement Agent (Inbound & Outbound) – Tracker South Africa
Tracker South Africa is currently seeking a highly motivated and customer-focused individual to join its Customer Service team as a Customer Engagement Agent (Inbound & Outbound) based at its Head Office in Randburg, Johannesburg. This is a permanent position within the IT and Internet industry, offering an opportunity to work in a fast-paced, technology-driven customer support environment.
The closing date for applications is 30 April 2026, and interested candidates are encouraged to apply early.
Job Overview
- Position Title: Customer Engagement Agent (Inbound & Outbound)
- Reference Number: track_001634
- Location: Randburg, Johannesburg
- Industry: IT & Internet
- Department: Customer Service
- Job Type: Permanent
- Remuneration: Market Related
- Application Closing Date: 30 April 2026
- Employment Equity: Not specified
About Tracker South Africa
Tracker is one of South Africa’s leading vehicle tracking and telematics companies, providing advanced security, recovery, and fleet management solutions. With a strong focus on innovation and customer service excellence, Tracker plays a vital role in ensuring the safety and protection of vehicles and assets across the country.
The company is committed to delivering high-quality customer experiences while maintaining cutting-edge technology solutions that meet the evolving needs of clients.
Job Purpose
The purpose of this role is to serve as a one-stop customer resolution agent, handling both inbound and outbound client interactions. The successful candidate will ensure that all customer queries are resolved efficiently, professionally, and in line with company standards and service level agreements (SLAs).
The role requires strong communication skills, attention to detail, and the ability to work under pressure in a dynamic call centre environment.
Key Responsibilities
The Customer Engagement Agent will be responsible for the following duties:
Customer Service & Query Resolution
- Answer incoming calls and resolve client queries in line with company SOPs
- Provide accurate information and assistance to customers
- Handle both inbound and outbound communication effectively
- Ensure customer satisfaction through professional and empathetic service
Data Capturing & System Updates
- Accurately capture and update client information during calls
- Maintain detailed and accurate customer records
- Ensure all statistics and reports are correctly recorded
Technical & Product Support
- Provide first-line technical support for Tracker units
- Assist clients with post-installation testing and troubleshooting
- Investigate and escalate technical issues where necessary
- Distribute service requests after proper analysis and investigation
Performance & Compliance
- Meet key performance indicators (KPIs) and service level targets
- Adhere to call centre schedules and telephony systems
- Maintain departmental service levels and minimize call abandonment rates
- Ensure compliance with internal policies and procedures
Customer Retention & Relationship Management
- Support customer retention through excellent service delivery
- Handle complaints with patience, professionalism, and problem-solving skills
- Turn negative customer experiences into positive outcomes
- Follow up on outstanding customer queries
Administrative Duties
- Maintain accurate records of all interactions and statistics
- Ensure proper documentation of customer communication
- Assist with additional tasks assigned by supervisors
Minimum Requirements
Applicants must meet the following minimum requirements:
- Grade 12 (Matric) certificate
- 3–4 years of call centre experience
- At least 1 year handling inbound and outbound queries and complaints
- Tertiary qualification (advantageous)
- Experience in technical, financial, or credit control environments (advantageous)
- Knowledge of Tracker systems and products (advantageous)
Skills and Competencies
The ideal candidate should demonstrate the following skills:
- Strong communication skills (verbal and written)
- Excellent interpersonal and customer service skills
- Ability to work under pressure in a fast-paced environment
- Strong problem-solving and analytical thinking skills
- High attention to detail and accuracy
- Ability to multitask and manage time effectively
- Professional attitude and customer-first mindset
- Adaptability to changing operational demands
Personal Attributes
Successful candidates should be:
- Patient and empathetic when dealing with customers
- Reliable and consistent in performance
- Self-motivated and target-driven
- Team-oriented and cooperative
- Committed to delivering service excellence
- Able to handle difficult customer situations calmly
Working Environment
This role is based in a high-pressure call centre environment where performance, accuracy, and customer satisfaction are key priorities. Candidates must be comfortable working with targets, performance monitoring, and continuous customer interaction.
Key Benefits of the Role
Working at Tracker provides:
- Exposure to a leading technology and security company
- Experience in a structured customer service environment
- Opportunities to develop technical and communication skills
- Career growth within the customer service and tech support sector
- Professional development in a high-performance workplace
Application Process
Interested candidates must apply before the closing date: 30 April 2026.
Applicants are advised to ensure that their CV includes:
- Updated personal details
- Complete employment history
- Relevant qualifications
- Clear description of call centre experience
Only shortlisted candidates will be contacted for further steps in the recruitment process.
Important Notes
Tracker is committed to maintaining high standards of service delivery and may conduct background checks, qualification verification, and reference checks as part of the recruitment process.
Applicants must ensure that all information provided is accurate and truthful. Incomplete applications may not be considered.
Final Thoughts
The Customer Engagement Agent role at Tracker is an excellent opportunity for experienced call centre professionals who are passionate about customer service and problem-solving. This position offers exposure to a leading technology-driven company and provides the chance to develop valuable skills in customer engagement, technical support, and client relationship management.
If you are confident, detail-oriented, and thrive in a fast-paced environment, this role could be the next step in your career.
Apply before the deadline and take the opportunity to join one of South Africa’s most recognized service providers in the tracking and security industry.