| Description |
Requirements:
- National Senior Certificate / Matric.
- Minimum 5 years’ experience in a call centre, customer care, breakdown and service advisor environment.
- Experience within the transport, automotive, or fleet support industry.
- Must have worked night shift.
- Own and reliable transport.
- Team Player and flexibility to work over weekends, night shift per roster and public holidays when needed.
- Strong organizational, time-management, and multitasking skills.
- Practical understanding of breakdown coordination, workshop, operations, and after sales processes.
- Proven track record of handling calls volumes and working under pressure.
- Customer services excellence with empathy and emotional resilience.
- Proficiency with CRM systems, spreadsheets, and document management.
Responsibilities (include but are not limited to):
- Attend to high call volumes, WhatsApp efficiently while multitasking across various customer queries, and breakdowns and requests.
- Provide accurate guidance and support regarding commercial breakdowns, maintenance, and service issues.
- Utilize the Breakdowns system effectively to log, monitor, and follow up on customer cases.
- Coordinate between dealers, workshops, field staff, and customers to ensure timely resolution of breakdowns and service requests and ensure no breakage in communication between customer and dealers.
- Communicate professionally, negotiate effectively, and manage customer expectations with clarity and empathy.
- Demonstrate a strong understanding of transport operations and the urgency required for time-sensitive transport business.
- Demonstrate a strong understanding of transport operations and the urgency required for transport business and ensuring time sensitive loads are attended and repaired to within the 4–6-hour time frame.
- Support managers and supervisor in the call centre when and were requested within the scope of the policy.
- Maintain detailed records of customer interactions, service updates, and call logs.
- Work collaboratively with colleagues, including Controllers, service managers, regional managers and workshop teams
- Participate in shift work, including evenings, weekends, and public holidays.
- Continuously update technical knowledge and service skills to improve customer support quality.
- Maintain good mental and overall health, ensuring resilience in a high-pressure environment.
- Working of shift where night shift is compulsory.
- Employee required to follow all safety protocols at all time.
- Adherence to company communication policies and procedures.
- Accurate and complete data recording.
- Escalation protocols for unresolved issue.
- Regular performance and quality monitoring.
- Following up on CSI daily.
Only shortlisted candidates will be contacted. If you do not receive feedback within two weeks of applying, please consider your application unsuccessful.
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