Service Coordinator – Customer Assistance

About the role

Scania Assistance is seeking a Service Coordinator to join its 24/7 assistance network in Aeroton, Johannesburg. You will act as the first point of contact for customers across Southern and Eastern Africa, helping minimise vehicle downtime and ensuring smooth operations.

Key responsibilities

• Coordinate Scania Assistance cases from initial customer contact through to final closure.
• Provide professional telephone support, including during urgent or high‑pressure situations.
• Analyse customer requests and direct cases to the appropriate workshop, dealer or support function.
• Support customers with charging‑related issues, handling alerts, error notifications and escalations.
• Liaise with customers, dealers, workshops, Assistance Centres, Business Units and Head Office, keeping all parties informed of case progress.
• Maintain accurate case information and logs in the Eagle case handling system.
• Assist repairing workshops within approved processes and guidelines.
• Escalate service quality concerns and participate in improvement activities aligned with Scania Way/SRS principles.

Required profile

• Good computer literacy and ability to work across multiple systems.
• Strong telephone etiquette with a professional and friendly communication style.
• Fluency in English, both verbal and written.
• Good typing skills, spelling and attention to detail.
• Patience and professionalism when dealing with difficult or frustrated customers.

Required skills

• Computer literacy