JOB PURPOSE.

The individual will be instrumental in ensuring the seamless delivery of vehicle tracking and fuel management services. While comprehensive training on our client’s specific systems and devices will be done, the individual will be responsible for everything from configuring devices and managing inventory to providing exceptional customer support and detailed reporting.

ROLES & RESPONSIBILITIES

Device & System Management

• Online Device Configuration: Configure and activate vehicle tracking and fuel monitoring devices on our client’s online platforms, ensuring accurate setup and functionality.
• Offline Management: Manage and troubleshoot devices that require offline configuration or support, including firmware updates and diagnostics.
• Device/Hardware Inventory Management: Maintain a precise inventory of all tracking devices, sensors, and related hardware. This includes tracking stock levels, managing incoming and outgoing equipment, and coordinating repairs or replacements.
• Certificate Generation: Generate necessary certificates for device installations, compliance, or client requirements.

Client & Account Management

• Client Onboarding & Setup: Assist with the onboarding of new clients, setting up their accounts and configuring their specific service parameters.
• Account Management: Oversee client accounts, ensuring service continuity and addressing any operational issues that may arise.
• Customer Service: Provide prompt, professional, and effective customer support via phone, email, and in-person. Address client inquiries, resolve technical issues, and offer guidance on platform usage.
• Record Keeping: Maintain accurate and up-to-date records of client interactions, device deployments, service requests, and troubleshooting steps

Reporting & Analysis

• Monthly/Weekly/Daily Reports: Generate and distribute comprehensive daily, weekly, and monthly reports for clients on vehicle activity, fuel consumption, driver behaviour, and other key performance indicators.
• Data Analysis: Analyze tracking and fuel data to identify trends, anomalies, and opportunities for clients to optimize their operation

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

• Diploma or Degree in IT, Business Administration, Logistics, or a related field is a plus, but not strictly required.
• Demonstrated experience interacting with computer systems and various software applications.
• Proven experience in a customer service or client-facing role

Skills & Competencies

• Quick Learner: A strong aptitude and willingness to quickly grasp new technologies, software systems, and operational procedures.
• Computer Savvy: Comfortable navigating and utilizing various software platforms and proficient in basic office productivity tools (e.g., Microsoft Excel).
• Customer Focus: Excellent communication (written and verbal) and interpersonal skills with a strong commitment to providing outstanding customer service.
• Problem-Solving: An innate ability to identify issues, think critically, and find effective solutions.
• Attention to Detail: Meticulous in record-keeping, configuration, and report generation.
• Organizational Skills: Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
• Team Player: Enthusiastic about collaborating with colleagues and contributing to a shared team success.
• Proactive & Self-Motivated: Able to work independently with minimal supervision and also collaborate effectively within a team.