Customer Care Support Agent

SUMMARY:
New vacancy is available for a Customer Care Support Agent for our client in the Truck Industry. The role will be based in Spartan Johannesburg.

POSITION INFO:
Job Description: 

• Manage high volumes of incoming and outgoing calls, WhatsApp messages, and emails. 
• Build and maintain sustainable relationships and trust with customers through clear, empathetic, and effective 
• communication. 
• Provide appropriate solutions and alternatives within set time limits (complaints: 48 hrs, breakdowns: 24 hrs). 
• Proactively follow up on unresolved breakdowns and complaints to ensure closure. 
• Log, assess, and escalate complex complaints and queries to the Manager when necessary. 
• Log and dispatch breakdowns to relevant dealers and track resolution progress. 
• Proactively engage with dealers to resolve VOR (Vehicle Off Road) cases within 48 hours. 
• Maintain accurate records of VOR cases and submit reports daily before 06:30 AM. 
• Take, type, and distribute meeting minutes for management approval within the same day. 
• Follow up, Update and distribute VOR packs daily before 7:00 AM. 
• Submit weekly reports on VOR and breakdown data to supervisor [management. 
• Maintain records of customer interactions, including complaints, inquiries, and resolutions. 
• Provide weekly reports to management on complaints, breakdowns, and dealer compliance. 
• Submit agent-related documents (e.g., antecedence/clock-in reports, leave updates, etc.) timely. 
• Monitor and support team compliance with procedures and SLAs. 
• Train and guide team members on complaint handling, breakdown dispatching, and CRM policies. 
• Support management with tasks including shift scheduling, dealer engagement, and system data. 
• Assist with administrative duties and special projects as assigned. 
• Prepare training material and coordinate logistics for training sessions. 
• Distribute monthly shift schedules by the 20th of each month to Call center staff supplied by the team leader. 
• Ensure CRM supervisor schedules align with aftersales commitments. 
• Update breakdown information weekly and submit to Supervisor/Manager for month-end reporting. 
• Update complaint information weekly and submit to Supervisor/Manager for month-end reporting. 
• Update non-compliance information weekly and submit to Supervisor/Manager for month-end reporting. 
• Update VOR compliance information weekly and submit to Supervisor/Manager for month-end reporting. 
• Assist with lawful tasks assigned by supervisors or senior management.

• Matric  
• Minimum 2 years experiences in similar role 
• Code 8 license  
• Technical background in the motor industry will be an advantage

• Strong organizing and multitasking skills 
• Confident and proactive approach- anticipates issues and requirements 
• Strong Communication