Key Responsibilities

• Attend to high volumes of calls, emails, and WhatsApp messages while efficiently managing customer queries, breakdowns, and service requests.
• Provide accurate guidance and support regarding commercial vehicle breakdowns, maintenance requirements, and service-related concerns.
• Utilise the breakdown management system effectively to log, monitor, and follow up on customer cases.
• Coordinate between dealers, workshops, field staff, and customers to ensure the timely resolution of breakdowns and service requests.
• Ensure continuous communication between customers and service providers throughout the repair process.
• Communicate professionally, negotiate effectively, and manage customer expectations with clarity and empathy.
• Demonstrate a strong understanding of transport operations and the urgency required in a time-sensitive transport environment.
• Ensure breakdowns and repairs are managed within the required 4–6-hour turnaround time where possible.
• Support managers and supervisors within the call centre environment as required and within company policy.
• Maintain detailed records of customer interactions, service updates, and call logs.
• Work collaboratively with controllers, service managers, regional managers, and workshop teams.
• Participate in shift work, including evenings, weekends, public holidays, and compulsory night shifts.
• Continuously update technical knowledge and customer service skills to improve support quality.
• Maintain good mental and physical wellbeing to perform effectively in a high-pressure environment.
• Follow all safety protocols and company procedures at all times.
• Adhere to company communication policies and escalation procedures.
• Ensure accurate and complete data recording.
• Escalate unresolved issues according to established protocols.
• Participate in regular performance and quality monitoring processes.
• Follow up on Customer Satisfaction Index (CSI) requirements daily.

Minimum Requirements

Qualifications & Experience

• Matric / Grade 12.
• Valid Code 8 driver's licence.
• Minimum of 5 years' experience in a call centre, customer service, breakdown coordination, or service advisor environment.
• Experience within the transport, automotive, commercial vehicle, or fleet support industry.
• Own reliable transport.

Skills & Competencies

• Strong customer service orientation with empathy and emotional resilience.
• Proven ability to handle high call volumes and perform effectively under pressure.
• Practical understanding of breakdown coordination, workshop operations, and aftersales processes.
• Excellent organisational, time-management, and multitasking skills.
• Strong communication, negotiation, and problem-solving abilities.
• Proficiency in CRM systems, spreadsheets, and document management software.
• Team player with flexibility to work weekends, night shifts, and public holidays as required.