Call Centre Agents

PowerFleet Inc.; Midrand; On-site; ZAR 120 000 - 150 000; Full time

Job summary

A leading SaaS provider for asset management seeks to enhance its customer experience in Gauteng, South Africa. The successful candidate will monitor and respond to alarms while managing customer interactions effectively. Key responsibilities include ensuring compliance with Service Level Agreements and providing quality support to customers. Applicants should have strong communication skills and be proficient in Microsoft Office. A Matric qualification is essential, with a willingness to work variable shifts.

Qualifications

• Excellent verbal and written communication skills to interact effectively.
• Strong computer proficiency, especially in Microsoft Office.
• Ability to manage tasks under pressure with a positive attitude.

Responsibilities

• Monitor and respond to alarms via Mix Control.
• Ensure adherence to Service Level Agreements (SLAs).
• Provide support as the main customer contact.

Skills

Excellent verbal and written communication skills

Strong computer proficiency

Ability to work effectively under pressure

Customer-focused attitude

Education

Matric qualification

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

About Powerfleet

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies meet their strategic objectives around Safety, Compliance, Efficiency and Sustainability. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.

About the Role

The role is responsible for delivering a world-class customer experience by monitoring, accepting, and responding to alarms, managing customer interactions, and addressing customer queries in a timely and professional manner. This position plays a critical role in ensuring service excellence, compliance with agreed SLAs, and customer satisfaction.

Key Responsibilities

• Monitor and accept alarms received via Mix Control.
• Respond to and complete accepted alarms in accordance with agreed Standard Operating Procedures (SOPs).
• Ensure all alarms are answered and managed within agreed Service Level Agreements (SLAs).
• Coordinate roadside assistance for customers who qualify for the service.
• Act as a primary point of contact for customer liaison, providing support and resolving customer queries.
• Deliver a consistently high-quality telephone service with a strong focus on customer satisfaction.
• Perform related duties as assigned by the supervisor or manager.
• Maintain compliance with all company policies, procedures, and operational standards.

Qualifications and Experience

• Excellent verbal and written communication skills, with the ability to interact effectively with internal and external customers.
• Strong computer proficiency, including Microsoft Office (Word, Excel, and Outlook).
• Ability to work effectively under pressure, meet deadlines, and maintain a positive, customer-focused attitude.
• Ability to work independently and complete tasks within established instructions, routines, and standard practices.
• Willingness and ability to work 12-hour shifts on a rotating schedule (2 day shifts, 2 night shifts, followed by 4 days off), including weekends and public holidays as required.
• Matric qualification required.

Powerfleet is an equal opportunity employer. We are committed to creating an inclusive and diverse workplace that reflects the rich diversity of South Africa. We are committed to the principles of the Employment Equity Act and Broad-Based Black Economic Empowerment (BBBEE) and actively seek to empower suitably qualified candidates from designated groups. We believe that inclusion and diversity are key to innovation, growth, and shared success.