HCV Support Agent (Heavy Commercial Vehicles)

Blue Spec Holdings; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Blue Spec Holdings is seeking a HCV Support Agent in Gauteng (Sandton) to provide real-time emergency assistance coordination for heavy commercial vehicles. You will handle distress calls, log cases, coordinate towing and roadside services, and ensure swift resolution.

The role requires under pressure accuracy, strong communication, and the ability to manage multiple cases while adhering to SLAs. Matric and call centre experience are preferred, with knowledge of insurance or roadside support an

Qualifications

• Grade 12 (Matric) is required.
• Experience in a call centre is advantageous.
• Experience in emergency assistance, insurance or roadside support is a strong advantage.
• Computer literacy and data capturing systems.
• Clear and professional communication.

Responsibilities

• Receive and manage emergency breakdown calls from drivers and fleet clients.
• Log incident details accurately (location, vehicle, issue, urgency).
• Coordinate and dispatch towing, mechanics, and roadside providers.
• Monitor progress until full resolution and update systems.
• Communicate clearly with distressed drivers.
• Ensure adherence to SLAs and response times.
• Liaise with internal teams and external providers for resolution.
• Maintain records and case documentation for audit purposes.
• Handle multiple emergency cases simultaneously with prioritisation.

Skills

Communication skills

Attention to detail

Time management

Stress resilience

Adaptability

Education

Matric / Grade 12

Tools

MS Office

Data capture systems

Job description

HCV Support Agent (Heavy Commercial Vehicles) (Gauteng - Sandton)

2026/04/23

Reference Number

BSH-330

Description

Job Purpose

The HCV Support Agent is responsible for providing real-time emergency assistance coordination for heavy commercial vehicles such as trucks, buses, and fleet vehicles. The role involves handling incoming distress calls, logging cases accurately, dispatching service providers, and ensuring timely resolution of breakdowns or incidents.

This position operates in a high-pressure, fast-paced call centre environment, where accuracy, urgency, and customer service are critical.

Key Responsibilities

• Receive and manage incoming emergency breakdown calls from drivers and fleet clients.
• Accurately capture and log all incident details (location, vehicle type, issue, urgency).
• Coordinate and dispatch towing services, mechanics, and roadside assistance providers.
• Monitor case progress until full resolution and update all systems accordingly.
• Communicate clearly and professionally with distressed or frustrated drivers.
• Ensure compliance with service level agreements (SLAs) and response times.
• Liaise with internal teams and external service providers for efficient resolution.
• Maintain accurate records and case documentation for audit and reporting purposes.
• Handle multiple emergency cases simultaneously while prioritising urgency and risk.
• Ability to work under pressure and manage multiple cases
• Strong attention to detail and accuracy
• Excellent problem-solving and decision-making skills
• Emotional resilience when dealing with distressed clients
• Time management and prioritisation skills
• Team collaboration and communication

Requirements

• Grade 12 | Matric (minimum requirement)
• Previous experience in a call centre environment (advantageous)
• Experience in emergency assistance, insurance, or roadside support (strong advantage)
• Computer literacy (MS Office and data capturing systems)
• Clear and professional communication skills (verbal and written)

Preferred Experience

• Insurance industry exposure (claims or customer service environment)
• Emergency contact centre experience (roadside, medical, or security)
• Logistics, transport, or fleet support background
• Working in high-pressure, shift-based environments