Call Centre Agent, Johannesburg

Job description:

• Answering distress calls from drivers experiencing breakdowns
• Gathering essential detail: location,m vehicle type, symptoms of the issue, etc.
• Assessing the urgency and safety of the situation (e.g. stranded on the highway)
• Dsipatching breakdown technicians.
• Using GPS and mapping tools to locate the neatest available assistance
• Liaising with third-party recovery providers when needed.
• Keeping callers calm and safe while waiting for help.
• Offering estimated time of arrival and regular updates
• Logging call detail accurately in the system
• Checking 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