1992 - Call Centre Support Agent - Shifts

1 week ago

Centurion, Gauteng, South Africa Ctrack Full time R180 000 - R250 000 per year
We are hiring a Call Centre Support Agent.

This position is responsible for providing telephonic support to customers, Fitment Centres, and CTFM branches. Monitoring and fast-track recoveries for SVS-installed vehicles. To monitor and liaise recoveries for SVS Customer vehicles and to provide a support function to all our customers, Fitment Centres, and CTFM Branches. The position is 7 am - 7 pm, four days in office and four days out of office.

Main job functions:

  • Monitoring and phoning of all customer high-risk alarms received.
  • To work within any operating areas as determined by the management and needs of the business.
  • Report all exceptions to specified customer contact and log on CRM.
  • To monitor all vehicles on a regular basis and ensure that the stipulated monthly checks are completed.
  • Monitor Secure exceptions as per Secure Monitoring Standard Operating Procedures.
  • To report any exceptions as per the Departmental policies and procedures.
  • Assist with all quick report requests.
  • Ensure all equipment used during the course of daily duties is handled correctly and to report any defects to the Supervisor.
  • Download and forward reports as specified in specific Customer Standard Operating Procedures.
  • Generate required reports to Management on a weekly and monthly basis.
  • To complete all office administration efficiently.
  • Register new vehicles on Secure Base.
  • Recover possible hijacked/stolen/lost vehicles as indicated in Recovery Standard Operating Procedures and ensure that related administration is correctly completed and finalized.
  • Ensure that CRM Database is edited with the correct client details of existing clientele as well as new clients.
  • Ensure all relevant information and correspondence is filed in the individual client file.
  • Edit updated fleet lists received from Bureau clients and update mobile database on Ctrack Master base stations accordingly.
  • To register new vehicles on Hub and ensure new vehicles are properly routed to base stations.

Qualifications and experience:

  • Minimum Matric or equivalent.
  • Prior experience in customer service, preferably in a call center or contact center environment.
  • Proficiency in Microsoft Outlook, Word and Excel.
  • Fluent in two languages, of which one must be English.
  • Must be computer literate.
  • Good knowledge of Reporting Bases.
  • Good customer relationship management (CRM) systems knowledge and basic computer proficiency.
  • Flexibility to work in shifts, including weekends and holidays, as per business requirements.

Skills required:

  • Good written and verbal communication skills.
  • Excellent problem-solving and analysis.
  • Good decision making.
  • Exceptional customer service and interpersonal skills.
  • Strong attention to detail and accuracy.
  • Ability to handle difficult customer situations with empathy and professionalism.
  • Ability to multi-task, prioritize, and manage time effectively.

Closing Date: 23 October 2025 at 16:00

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