Overview
Customer Care Support Agent Isando Jobs in Kempton Park, South Africa at Jobs 4 All
Location: Kempton Park
Customer Care Support Agent
Isando
“Strictly automotive industry experience required. Applications from candidates without a background in the automotive industry will not be reviewed or considered under any circumstances.”
Job Summary:
This role involves managing high volumes of calls, messages, and emails, ensuring effective communication with customers. Key tasks include resolving complaints and breakdowns, dispatching issues to dealers, and following up on unresolved cases. The position also requires maintaining accurate records, preparing reports, and supporting the team with training, shift scheduling, and compliance monitoring. A background in the motor industry is preferred, along with strong organizational and communication skills.
Job Description:
• Manage high volumes of incoming and outgoing calls, Whats App messages, and emails.
• Build and maintain sustainable relationships and trust with customers through clear, empathetic, and effective communication.
• Provide appropriate solutions and alternatives within set time limits (complaints: 48 hrs, breakdowns: 24 hrs).
• Proactively follow up on unresolved breakdowns and complaints to ensure closure.
• Log, assess, and escalate complex complaints and queries to the Manager when necessary.
• Log and dispatch breakdowns to relevant dealers and track resolution progress.
• Proactively engage with dealers to resolve VOR (Vehicle Off Road) cases within 48 hours.
• Maintain accurate records of VOR cases and submit reports daily before 06:30 AM.
• Take, type, and distribute meeting minutes for management approval within the same day.
• Follow up, Update and distribute VOR packs daily before 7:00 AM.
• Submit weekly reports on VOR and breakdown data to supervisor [management.
• Maintain records of customer interactions, including complaints, inquiries, and resolutions.
• Provide weekly reports to management on complaints, breakdowns, and dealer compliance.
• Submit agent-related documents (e.g., antecedence/clock-in reports, leave updates, etc.) timely.
• Monitor and support team compliance with procedures and SLAs.
• Train and guide team members on complaint handling, breakdown dispatching, and CRM policies.
• Support management with tasks including shift scheduling, dealer engagement, and system data.
• Assist with administrative duties and special projects as assigned.
• Prepare training material and coordinate logistics for training sessions.
• Distribute monthly shift schedules by the 20th of each month to Call centre staff supplied by the team leader.
• Ensure CRM supervisor schedules align with aftersales commitments.
• Update breakdown information weekly and submit to Supervisor/Manager for month-end reporting.
• Update complaint information weekly and submit to Supervisor/Manager for month-end reporting.
• Update non-compliance information weekly and submit to Supervisor/Manager for month-end reporting.
• Update VOR compliance information weekly and submit to Supervisor/Manager for month-end reporting.
• Assist with lawful tasks assigned by supervisors or senior management.
Minimum Requirements:
• Matric
• Minimum 2 years experiences in similar role
• Code 8 licence
• Technical background in the motor industry will be an advantage
Personal Attributes:
• Strong organising and multitasking skills
• Confident and proactive approach- anticipates issues and requirements
• Strong Communication
Title: Customer Care Support Agent Isando
Company: Jobs 4 All
Location: Kempton Park, South Africa
Category: Management (Administrative Management, Operations Manager, Client Relationship Manager)
