Gauteng: Customer Service Representative posted by Jobs 4 All

• Handle high volumes of calls, emails, and WhatsApp messages.
• Demonstrate technical knowledge of commercial vehicles, maintenance processes, and workshop operations.
• Provide professional service advisory support and maintain excellent communication.
• Respond promptly to urgent transport and service issues, ensuring units are back on the road quickly.
• Multitask effectively under pressure and demonstrate strong negotiation and problem-solving skills.

This role directly contributes to operational efficiency, customer satisfaction, and the company’s reputation.

Key Responsibilities

• Attend to high call volumes, emails, and WhatsApp communications efficiently while multitasking across customer queries, breakdowns, and service requests.
• Provide accurate guidance and support regarding commercial breakdowns, maintenance, and service issues.
• Utilize the breakdown management 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, ensuring continuous communication between all parties.
• 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.
• Ensure transport units carrying time-sensitive loads are attended to and repaired within the required 4–6-hour turnaround time.
• Support managers and supervisors within the call centre environment when requested 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 service skills to improve customer support quality.
• Maintain good mental and physical wellbeing to perform effectively in a high-pressure environment.
• Adhere to all safety protocols, communication policies, procedures, escalation processes, and quality standards.
• Ensure accurate and complete data recording.
• Follow up on CSI (Customer Satisfaction Index) activities daily.
• Participate in regular performance and quality monitoring processes.

Minimum Requirements

• Matric.
• Valid Code 8 Driver’s Licence.
• Own reliable transport.
• Minimum 5 years’ experience in a call centre, customer care, breakdown coordination, and service advisor environment within the commercial trucking industry.
• Must have worked night shift previously and be willing to work compulsory night shifts.
• Experience within the transport, automotive, commercial vehicle, or fleet support industry.
• Strong understanding of breakdown coordination, workshop operations, maintenance processes, and aftersales support.
• Proven track record of handling high call volumes and working effectively under pressure.
• Strong customer service orientation with empathy and emotional resilience.
• Excellent organizational, time-management, negotiation, and multitasking skills.
• Proficiency in CRM systems, spreadsheets, and document management software.
• Team player with flexibility to work weekends, public holidays, and shifts as required.

Personal Attributes

• Excellent communication and interpersonal skills.
• Customer-focused with strong problem-solving abilities.
• Ability to remain calm and professional under pressure.
• High level of accountability and attention to detail.
• Adaptable and willing to work in a fast-paced environment.