Call Centre Agent

Route Management; Johannesburg; On-site; ZAR 160,000 - 220,000; Full time

Job summary

Route Management in Johannesburg is looking for someone to manage distress calls from drivers experiencing breakdowns. This role involves gathering critical information and dispatching assistance while keeping customers calm and informed.

Successful candidates will have a valid Grade 12 certificate and strong communication skills, along with experience in a customer service environment. A mechanical background and call center experience are advantageous. This position requires the ability to work flexible shifts.

Qualifications

• Experience in a similar service role.
• Mechanical background will be advantageous.
• Previous call center experience is preferred.
• Ability to meet deadlines.
• Calmness in high-stress scenarios.

Responsibilities

• Answer distress calls from drivers experiencing breakdowns.
• Dispatch breakdown technicians and log call details accurately.
• Gather essential details like location and vehicle type.
• Provide estimated time of arrival and updates to callers.

Skills

Excellent communication skills

Strong multitasking ability

Decision-making ability

Bilingual

Empathy

Education

Valid Grade 12 certificate

Tools

Excel

Syspro

Job description

Job Responsibilities

• Answer distress calls from drivers experiencing breakdowns
• Gather essential details: location, vehicle type, symptoms of the issue, etc.
• Assess the urgency and safety of the situation (e.g. stranded on the highway)
• Dispatch breakdown technicians.
• Use GPS and mapping tools to locate the nearest available assistance
• Liaise with third-party recovery providers when needed.
• Keep callers calm and safe while waiting for help.
• Offer estimated time of arrival and regular updates
• Log call details accurately in the system
• Check on service completion and customer satisfaction.

Requirements

• Valid Grade 12 certificate.
• Computer literate (Excel and Syspro)
• Experience in a similar service role.
• Mechanical background will be advantageous.
• Previous call center experience will be advantageous.
• Excellent communication skills.
• Fully bilingual.
• Strong multitasking and decision-making ability.
• Ability to meet deadlines.
• Empathy and calmness in high-stress scenarios.
• Ability to work day and night shifts