Customer Service Representative

About the role

The Customer Service Representative / Breakdown Coordinator will manage high‑volume customer interactions related to commercial vehicle breakdowns. Working in a fast‑paced call centre, you will coordinate with dealers, workshops and field staff to ensure timely resolution and maintain strong customer satisfaction.

Key responsibilities

• Handle large volumes of calls, emails and WhatsApp messages, providing accurate guidance on breakdowns and maintenance.
• Log, monitor and follow up on cases using the breakdown management system.
• Coordinate between dealers, workshops, field staff and customers to achieve 4‑6 hour turnaround where possible.
• Maintain continuous, professional communication throughout the repair process.
• Negotiate and manage customer expectations with empathy and clarity.
• Support call‑centre managers and supervisors as required.
• Maintain detailed records of interactions, service updates and call logs.
• Participate in shift work, including evenings, weekends, public holidays and night shifts.

Required profile

• Motivated and bilingual (English plus another language).
• Strong technical knowledge of commercial vehicles, maintenance processes and workshop operations.
• Ability to multitask under pressure and solve problems quickly.
• Excellent communication and negotiation skills.
• Commitment to health, safety and personal wellbeing in a high‑stress environment.

Required skills

• Commercial vehicle maintenance
• Breakdown management system

What we offer

• Dynamic work environment with opportunities to develop technical and customer‑service expertise.
• Collaboration with regional managers, service managers and workshop teams.
• Shift‑based scheduling to accommodate diverse availability.