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Bloemfontein: CALL CENTRE AGENT posted by Route Management

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Job Description

  • Answering distress calls from drivers experiencing vehicle breakdowns.
  • Gathering essential details: location, vehicle type, symptoms of the issue, etc.
  • Assessing the urgency and safety of the situation (e.g., stranded on a highway).
  • Dispatching breakdown technicians or towing services to the customer’s location.
  • Using GPS and mapping tools to locate the nearest available assistance.
  • Liaising with third-party recovery providers when needed.
  • Sourcing of parts and providing quotes when needed.
  • Keeping callers calm and safe while waiting for help.
  • Offering estimated time of arrival and regular updates.
  • Logging call details accurately in the system.
  • Noting vehicle and fault information for technicians.
  • Checking on service completion and customer satisfaction.
  • Escalating complicated or high-risk situations to supervisors or emergency services.
  • Rebooking or rerouting service if initial assistance fails

Requirements

  • Valid Grade 12 certificate.
  • Computer literate (Excel and Syspro).
  • Experience in a similar service role.
  • Excellent communication skills under pressure.
  • Fully bilingual.
  • Strong multitasking and decision-making ability.
  • Ability to work neatly, accurately and in an organized manner.
  • Ability to meet deadlines.
  • Empathy and calmness in high-stress scenarios.
  • Ability to work day and night shifts



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