Technical Call Centre Agent

About the role

The Technical Call Centre Agent will manage inbound calls concerning vehicle incidents, maintenance requests and technical malfunctions, ensuring customers receive prompt assistance and that service level agreements are met.

Key responsibilities

• Log call details, create AS400 reference numbers and determine incident location for dispatch.
• Coordinate with internal and external resources such as tow trucks, and contact Special Investigations in hijacking cases.
• Maintain vehicle downtime targets by analysing maintenance requests and applying technical judgement.
• Provide continuous updates to customers until issues are resolved and close case files in the system.
• Report daily case status to the Call Centre Supervisor and work shift patterns including weekends and public holidays.

Required profile

• Matric certificate and a qualified Diesel Trade Test (Heavy Commercial Technician).
• 1‑3 years experience in customer care/service advisory, workshop environment and call centre operations.
• Experience in fleet management and ability to work overtime in a 24/7 environment.

Required skills

• Diesel Trade Test qualification.
• Proficiency with the AS400 system for case logging and tracking.