1848 - Call Centre Support Agent - Shifts

We are hiring a Call Centre Support Agent.

This position is responsible for providing telephonic support to customers, Fitment Centres, and CTFM branches. Monitoring and fast-track recoveries for SVS-installed vehicles. To monitor and liaise recoveries for SVS Customer vehicles and to provide a support function to all our customers, Fitment Centres, and CTFM Branches. The position is 7 am - 7 pm, four days in office and four days out of office.

Main job functions:

• Monitoring and phoning of all customer high-risk alarms received.
• To work within any operating areas as determined by the management and needs of the business.
• Report all exceptions to specified customer contact and log on CRM.
• To monitor all vehicles on a regular basis and ensure that the stipulated monthly checks are completed.
• Monitor Secure exceptions as per Secure Monitoring Standard Operating Procedures.
• To report any exceptions as per the Departmental policies and procedures.
• Assist with all quick report requests.
• Ensure all equipment used during the course of daily duties is handled correctly and to report any defects to the Supervisor.
• Download and forward reports as specified in specific Customer Standard Operating Procedures.
• Generate required reports to Management on a weekly and monthly basis.
• To complete all office administration efficiently.
• Register new vehicles on Secure Base.
• Recover possible hijacked/stolen/lost vehicles as indicated in Recovery Standard Operating Procedures and ensure that related administration is correctly completed and finalized.
• Ensure that CRM Database is edited with the correct client details of existing clientele as well as new clients.
• Ensure all relevant information and correspondence is filed in the individual client file.
• Edit updated fleet lists received from Bureau clients and update mobile database on Ctrack Master base stations accordingly.
• To register new vehicles on Hub and ensure new vehicles are properly routed to base stations.

Qualifications and experience:

• Minimum Matric or equivalent.
• Prior experience in customer service, preferably in a call center or contact center environment.
• Proficiency in Microsoft Outlook, Word and Excel.
• Fluent in two languages, of which one must be English.
• Must be computer literate.
• Good knowledge of Reporting Bases.
• Good customer relationship management (CRM) systems knowledge and basic computer proficiency.
• Flexibility to work in shifts, including weekends and holidays, as per business requirements.

Skills required:

• Good written and verbal communication skills.
• Excellent problem-solving and analysis.
• Exceptional customer service and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to handle difficult customer situations with empathy and professionalism.
• Ability to multi-task, prioritize, and manage time effectively.