Call Centre Support Agent

About the role

The Call Centre Support Agent provides telephone support to customers, Fitment Centres and CTFM branches while monitoring high‑risk vehicle alarms and fast‑track recoveries for SVS‑installed vehicles. The role ensures timely reporting, accurate data entry and effective 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.
• Conduct regular vehicle checks and follow Secure Monitoring SOPs.
• Generate weekly and monthly reports for management and specific customer SOPs.
• Register new vehicles on Secure Base and Hub, ensuring proper routing to base stations.
• Assist with quick‑report requests and handle equipment defects.
• Recover hijacked, stolen or lost vehicles according to Recovery SOPs and complete related administration.
• Maintain and update client details in the CRM and file correspondence appropriately.

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 knowledge of reporting tools.

What we offer

• Opportunity to work in a dynamic, fast‑paced environment.
• Professional development and training on vehicle monitoring systems.