CALL CENTRE AGENT

Route Management; Bloemfontein; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Route Management is seeking a dedicated service agent in Bloemfontein, South Africa. Your role involves answering distress calls from drivers, dispatching assistance, and ensuring customer safety during vehicle breakdowns.

You should have a Grade 12 certificate and notable skills in communication and multitasking. Experience in a similar role is essential. The position requires a calm demeanor and the ability to handle high-stress situations effectively.

Qualifications

• Experience in a similar service role.
• Ability to meet deadlines.
• Ability to work neatly, accurately, and in an organized manner.

Responsibilities

• Answering distress calls from drivers experiencing vehicle breakdowns.
• Dispatching breakdown technicians or towing services to the customer's location.
• Keeping callers calm and safe while waiting for help.

Skills

Excellent communication skills under pressure

Computer literacy (Excel and Syspro)

Multitasking and decision-making ability

Bilingual

Empathy and calmness in high-stress scenarios

Education

Valid Grade 12 certificate

Job description

Responsibilities

• 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