Customer Service Representative

SUMMARY:
Our client is seeking to employ a Customer Service Representative to join their team based in Isando, Gauteng.
The successful candidate will be responsible for managing high volumes of calls, emails, and messages, providing service advisory support, coordinating vehicle maintenance and workshop requirements, resolving transport and service-related issues, and ensuring efficient communication with customers and stakeholders. The role requires strong technical knowledge, problem-solving abilities, and a focus on operational efficiency and customer satisfaction.

POSITION INFO:
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.