Customer Service Representative

automotive customer customer service gauteng johannesburg parts department service representative

 

Role Overview
We are seeking an experienced and customer-focused Customer Service Representative / Breakdown Coordinator to manage customer interactions, commercial vehicle breakdowns, and service-related enquiries. This role is essential in ensuring fast, effective resolutions by coordinating with customers, dealers, workshops, and service providers.
The ideal candidate will have strong technical knowledge of commercial vehicles, transport operations, and workshop processes, with the ability to manage high volumes of calls, emails, and WhatsApp communications in a fast-paced environment. Bilingual candidates (English and an additional language) are preferred.

Key Responsibilities

• Manage high volumes of customer calls, emails, WhatsApp messages, breakdowns, and service requests.
• Provide professional support and guidance on commercial vehicle breakdowns, maintenance, and aftersales matters.
• Log, monitor, and follow up on cases using the Breakdown Management System.
• Coordinate effectively between customers, dealers, workshops, field staff, and service teams to ensure timely resolutions.
• Maintain clear communication and manage customer expectations throughout the repair process.
• Ensure urgent transport-related breakdowns are resolved within targeted turnaround times (4–6 hours where possible).
• Maintain accurate records of customer interactions, service updates, and call logs.
• Collaborate with controllers, service managers, regional managers, and workshop teams.
• Support call centre management when required.
• Participate in shift work, including nights, weekends, and public holidays.
• Follow company communication, safety, escalation, and quality assurance procedures.
• Monitor CSI feedback and continuously improve customer service delivery.

Minimum Requirements

• Matric.
• Valid Code 8 Driver's Licence.
• Minimum 5 years' experience in a call centre, customer service, breakdown coordination, or service advisor role.
• Experience within the transport, automotive, commercial vehicle, or fleet support industry.
• Own reliable transport.
• Strong understanding of breakdown coordination, workshop operations, and aftersales processes.
• Proven ability to manage high call volumes and perform effectively under pressure.
• Proficient in CRM systems, Microsoft Office, and document management systems.

Key Competencies

• Excellent communication, negotiation, and problem-solving skills.
• Strong customer service orientation with empathy and resilience.
• Exceptional organisational, multitasking, and time-management abilities.
• Team player with flexibility to work shifts, including nights, weekends, and public holidays.
• Ability to remain calm and effective in a high-pressure environment.