Customer Service Representative

Location: Spartan

Customer Service Representative
Spartan
Job Overview The Customer Service Representative Agent / Breakdown Coordinator is responsible for managing customer interactions, handling commercial breakdown cases, coordinating dealers and workshops, and ensuring accurate, timely communication and resolution of customer concerns.
We are seeking a motivated, bilingual-speaking (English and another language) Customer Service Representative Agent to join our team. This role is critical in ensuring seamless customer support, efficient breakdown management, and strong collaboration between customers, dealers, and service providers. Additional language skills are an advantage.



The ideal candidate will:

• Handle high volumes of calls, emails, and Whats App messages.
• Demonstrate technical knowledge of commercial vehicles, maintenance processes, and workshop operations.
• Provide professional service advisory support and maintain excellent communication.
• Respond promptly to urgent transport and service issues, ensuring units are back on the road quickly.
• Multitask effectively under pressure and demonstrate strong negotiation and problem-solving skills.

This role directly contributes to operational efficiency, customer satisfaction, and the company's reputation.

Key Responsibilities

• Attend to high call volumes, emails, and Whats App communications efficiently while multitasking across customer queries, breakdowns, and service requests.
• Provide accurate guidance and support regarding commercial breakdowns, maintenance, and service issues.
• Utilize the breakdown management system effectively to log, monitor, and follow up on customer cases.
• Coordinate between dealers, workshops, field staff, and customers to ensure timely resolution of breakdowns and service requests, ensuring continuous communication between all parties.
• Communicate professionally, negotiate effectively, and manage customer expectations with clarity and empathy.
• Demonstrate a strong understanding of transport operations and the urgency required for time-sensitive transport business.
• Ensure transport units carrying time-sensitive loads are attended to and repaired within the required 4–6-hour turnaround time.
• Support managers and supervisors within the call centre environment when requested and within company policy.
• Maintain detailed records of customer interactions, service updates, and call logs.
• Work collaboratively with controllers, service managers, regional managers, and workshop teams.
• Participate in shift work, including evenings, weekends, public holidays, and compulsory night shifts.
• Continuously update technical knowledge and service skills to improve customer support quality.
• Maintain good mental and physical wellbeing to perform effectively in a high-pressure environment.
• Adhere to all safety protocols, communication policies, procedures, escalation processes, and quality standards.
• Ensure accurate and complete data recording.
• Follow up on CSI (Customer Satisfaction Index) activities daily.
• Participate in regular performance and quality monitoring processes.

Minimum Requirements

• Matric.
• Valid Code 8 Driver’s Licence.
• Own reliable transport.
• Minimum 5 years’ experience in a call centre, customer care, breakdown coordination, and service advisor environment within the commercial trucking industry.
• Must have worked night shift previously and be willing to work compulsory night shifts.
• Experience with in the transport, automotive, commercial vehicle, or fleet support industry.
• Strong understanding of breakdown coordination, workshop operations, maintenance processes, and aftersales support.
• Proven track record of handling high call volumes and working effectively under pressure.
• Strong customer service orientation with empathy and emotional resilience.
• Excellent organizational, time-management, negotiation, and multitasking skills.
• Proficiency in CRM systems, spreadsheets, and document management software.
• Team player with flexibility to work weekends, public holidays, and shifts as required.

Personal Attributes

• Excellent communication and interpersonal skills.
• Customer-focused with strong problem-solving abilities.
• Ability to remain calm and professional under pressure.
• High level of accountability and attention to detail.
• Adaptable and willing to work in a fast-paced environment.