Customer Service Representative

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.

• 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.