Kempton Park: Customer Service Representative

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 46-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.