Call centre agent - Bloemfontein
Henred Fruehauf Bloemfontein
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
- 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
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