Call Centre Support Agent

About the role

The Call Centre Support Agent provides telephonic assistance to customers, fitment centres and branch offices while monitoring high‑risk vehicle alarms and coordinating recoveries. The role ensures timely reporting, accurate data entry and smooth communication across multiple stakeholders.

Key responsibilities

• Monitor and call all customer high‑risk alarms received.
• Report exceptions to designated contacts and log them in the CRM system.
• Perform regular vehicle checks and follow Secure Monitoring SOPs.
• Generate and forward required reports on a weekly and monthly basis.
• Register new vehicles on Secure Base, the Hub and Ctrack Master stations.
• Assist with quick‑report requests and handle equipment issues.
• Recover hijacked, stolen or lost vehicles according to Recovery SOPs and complete related administration.
• Maintain and update client details and fleet lists in the CRM and mobile databases.

Required profile

• Diploma in Call Centre Management or related field.
• 1‑2 years of customer service experience, preferably in a call‑centre environment.
• Fluent in English and one additional language.
• Willingness to work shifts, including weekends and holidays.

Required skills

• Proficiency with Microsoft Outlook, Word and Excel.
• Experience using CRM systems.
• Basic computer literacy and ability to handle reporting tools.