Customer Care Support Agent Isando

Full job description

Manage high volumes of incoming and outgoing calls, WhatsApp messages, and emails.

Build and maintain sustainable relationships and trust with customers through clear, empathetic, and effective communication.

Provide appropriate solutions and alternatives within set time limits (complaints: 48 hrs, breakdowns: 24 hrs).

Proactively follow up on unresolved breakdowns and complaints to ensure closure.

Log, assess, and escalate complex complaints and queries to the Manager when necessary.

Log and dispatch breakdowns to relevant dealers and track resolution progress.

Proactively engage with dealers to resolve VOR (Vehicle Off Road) cases within 48 hours.

Maintain accurate records of VOR cases and submit reports daily before 06:30 AM.

Take, type, and distribute meeting minutes for management approval within the same day.

Follow up, Update and distribute VOR packs daily before 7:00 AM.

Submit weekly reports on VOR and breakdown data to supervisor [management.

Maintain records of customer interactions, including complaints, inquiries, and resolutions.

Provide weekly reports to management on complaints, breakdowns, and dealer compliance.

Submit agent-related documents (e.g., antecedence/clock-in reports, leave updates, etc.) timely.

Monitor and support team compliance with procedures and SLAs.

Train and guide team members on complaint handling, breakdown dispatching, and CRM policies.

Support management with tasks including shift scheduling, dealer engagement, and system data.

Assist with administrative duties and special projects as assigned.

Prepare training material and coordinate logistics for training sessions.

Distribute monthly shift schedules by the 20th of each month to Call centre staff supplied by the team leader.

Ensure CRM supervisor schedules align with aftersales commitments.

Update breakdown information weekly and submit to Supervisor/Manager for month-end reporting.

Update complaint information weekly and submit to Supervisor/Manager for month-end reporting.

Update non-compliance information weekly and submit to Supervisor/Manager for month-end reporting.

Update VOR compliance information weekly and submit to Supervisor/Manager for month-end reporting.

Assist with lawful tasks assigned by supervisors or senior management.

Minimum Requirements:

Matric

Minimum 2 years experiences in similar role

Code 8 licence

Technical background in the motor industry will be an advantage

Industries: Human Resources

Function: Telemarketing and Telecalling