Customer Service Agent – Inbound & Outbound Calls

About the role

The Customer Service Agent will manage inbound and outbound calls for customer care and fleet services, ensuring a seamless experience. You will resolve complaints, answer queries and guide customers through the full care process while liaising with dealers and internal teams.

Key responsibilities

• Handle all inbound and outbound calls related to customer care and fleet, following each case to resolution.
• Log every case in the relevant software, attach emails, calls and documents, and maintain detailed records.
• Provide timely feedback to customers and ensure a satisfaction rating of 90% or above.
• Meet SLA targets: resolve cases within 48 hours, keep call abandonment below 3% and achieve at least 95% productivity.
• Liaise with specialists, dealers and brand representatives, and refer escalated cases to management when needed.

Required profile

• Minimum Grade 12 or equivalent NQF level 4 (Diploma or Degree in Business Administration, Customer Service, Communications is advantageous).
• 2–3 years of proven experience in a customer‑facing role, preferably in a call‑center or BPO environment.

Required skills

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using case‑management systems and CRM tools.

What we offer

• Medical cover, provident fund, funeral cover and long‑service awards.
• Learnerships, bursaries and employee wellness & recognition programmes.
• Opportunities to work in a supportive, values‑driven environment.