Job description
Drive customer growth, conversion, retention, and overall customer value across consumer and business channels.
Handle inbound and outbound sales, retention, and service calls in line with campaign objectives.
Convert leads to contracts and secure referrals in accordance with standard operating procedures.
Upsell and cross-sell Tracker products, value‑added services, and accessories in line with policies and targets.
Negotiate product and service adjustments based on customer needs, pricing structures, and Tracker’s sales and retention strategy.
Deliver an exceptional customer experience through strong product, system, and service knowledge.
Resolve customer queries, complaints, and escalations efficiently and professionally in line with SOPs and quality standards.
Achieve productivity targets, service level agreements (SLAs), turnaround times, and conversion metrics.
Adhere to quality assurance frameworks, objection‑handling scripts, and campaign‑specific requirements.
Maintain full compliance with FAIS, Treating Customers Fairly (TCF), and all regulatory and internal policies.
Provide accurate and timely feedback to stakeholders on lead status, performance, and customer outcomes.
Support workforce optimisation and operational efficiency initiatives by adhering to schedules and procedures.
Consistently demonstrate and live the Tracker CARE values of Care, Accountability, Respect, and Excellence.

Minimum requirements
Matric (Essential)
RE5 (Essential)
FAIS Accreditation (Essential)
MS Office knowledge (Basic or Intermediate Excel)
Minimum 3 years’ contact centre experience in a sales environment
Results-driven with strong initiative
Customer-centric mindset
Strong negotiation and objection-handling skills
Resilient with high stress tolerance
Analytical with attention to detail
Effective conflict management abilities
Team player with leadership potential
Persistent and driven to exceed targets