Technical Call Centre Agent X3 - Isando, South Africa - Avis

Avis

Verified Company

Isando, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Key deliverables and outputs

1) Strategic/ Financial

Ensure that the strategic company maintenance profit targets are met or exceeded.

2) Operational

Facilitate incoming calls from OEM / RIM dealer for required vehicle services / maintenance repairs
Ensure that customer calls and queries are answered and resolved within specific contractual relationships.
Downtime process must be followed against required repairs
Determine the Avis product type in order to decide on an appropriate way forward
Contact the necessary internal or external resources and make necessary arrangements to assist the customer
Follow up with and update the customer constantly until the query has been resolved
When query is resolved, close case file on the system
Report on all ongoing cases on a daily basis to the Supervisor: Call Centre in order to ensure accurate information is provided upon escalation
Saturday Shift work will be required in this role and public holidays

3) Stakeholders (internal & external customers, suppliers, shareholders, communities)

Ensure that maintenance SLA's are met in order to promote ongoing customer relationships and repeat business.
Build and maintain ethical and transparent relationships with suppliers to facilitate negotiation and achieve operational and financial objectives.
Provide effective and efficient service delivery through transparent, constant and consistent communication with all stakeholders (Suppliers OEM's; Sales; Procurement; and Finance).

4) Employees:

None

Academic Qualifications

Essential:

Matric
Petrol Trade Test (Qualified Motor Technician)

Work Experience

Essential:

13 years in motor industry mechanical environment
13 years in workshop environment
2/3 years call centre experience
Fleet Management Experience

This role may require the incumbent to work overtime.

**In ensuring a safe working environment for all, Avis will prioritise vaccinated employees in the recruitment process. Applications closing date 03/02/2023