Telematics - Call Centre Agent X8 (Isando)

ZEDA Limited; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

ZEDA Limited in South Africa is seeking a Call Centre Agent (Telematics) to monitor vehicles on the telematics platform and communicate with customers about events such as speeding, harsh driving, accidents, or theft. You will support customers with reports, driver tag activations, immobilization, and system assistance, ensuring timely responses and adherence to SOPs.

The role involves shift work, handing over at the start of each shift, monitoring alerts, escalating issues, and coordinating

Qualifications

• 1-2 years of call centre experience with customer service knowledge.
• Valid driver’s license is required.
• MS Office and CRM experience desirable.
• Advantageous: Telematics software/platform knowledge.
• Shift-based roster and ability to work across shifts.

Responsibilities

• Monitor telematics alerts and respond per SOPs within SLA.
• Attend to customer support requests on the Telematics platform.
• Activate/deactivate driver tags and assist with immobilization.
• Liaise with Branch/Recovery teams to recover vehicles where needed.
• Ensure compliance with POPIA and company policies.

Skills

Attention to detail

Customer service principles

Education

Valid Driver’s License

Certificate in Administration

Tools

MS Office

CRM (Customer Relationship Management)

Job description

The Call Centre Agent (Telematics) – is responsible for monitoring of vehicles on the telematics platform ensuring proper professional communication to the customers regarding events triggered (e.g bad driver behaviour detected, over speeding, accident detection, panic alerts and stolen vehicle), promoting safe drive, which protects both our customers and assets. The call centre agent will also be responsible to attend to customer support requests on the Telematics platform – these may include reports required, activation / deactivation of driver tags, immobilization, or system support.

Key deliverables and outputs

Telematics Monitoring & Customer Support

• Conduct handover at start of each shift
• View report and action any items handed over or unactioned from the previous shift
• Monitor all the generated alerts (bad driver behaviour, speeding above 160km/h, possible accident detection, panics) and make use of the approved SOPs to handle these alerts withing agreed SLA’s
• All bad drivers not adhering to the speed limits of the road after being spoken to by the operator. E-mail the Branch Manager of the relevant rental branch to assess the data and confirm if a vehicle recovery is required
• All rental vehicles with missing driver information e.g name, surname, cell phone numbers, the Supervisor needs to be informed for resolution
• Monitor the Avis line/number for stolen vehicles and follow the approved SOPs in getting the customer assisted and the vehicle recovered
• Customer support queries e.g. report requests, driver ID tag activation/ deactivation, systems support and administration
• Escalate all system issues to the Supervisor for immediate attention and resolution
• Must be able to assist with the vehicles live location on request from the recovery team via the call centre operations Supervisor to help reduce the costs from overdue vehicles
• Adhere to all compliance and legislative requirements e.g., adherence to the POPIA Act.

Stakeholder Management

• Provide effective and efficient service delivery through transparent, constant and consistent communication with all stakeholders (Customers, Rental Team, Recovery Team)
• Build and maintain effective internal relations and collaborate with relevant departments to ensure a positive customer experience of the telematics service offering.

Internal and External Stakeholders

The role requires close engagement and collaboration with key internal and external stakeholders.

Internal Stakeholders

Rental Team, I.T, Recovery Team, VAPS, Sales.

External Stakeholders

Customers (Rental and Leasing), External Recovery agents.

Academic Qualifications

• Valid Driver’s License.

Advantageous:

• Certificate in Administration
• Experience with Telematics Software platforms.

Note: This role is shift based, managed through a roster to ensure all team members gets rotations.

Work Experience

• 1-2 Year’s Call Centre experience with knowledge of customer service principles and practices, attention to detail, knowledge of MSOffice and CRM (Customer Relationship Management)
• Advantageous:1-2 Year’s Knowledge of Rental and Leasing systems and Telematics Software/Systems with experience in a vehicle tracking and monitoring field.

This job requires that the employee maintains the highest level of Honesty and Integrity as he /she will have access to company assets, cash handling and confidential record storage areas. This requires that a formal personal background check is undertaken.

Applications closing date 28/09/2026