Operations Controller - Cape Town

Job summary

Are you a detail-oriented, calm-under-pressure individual with a passion for logistics and real-time fleet management? Join our high-impact Control Room team as an Operations Controller – the heart of our vehicle monitoring and customer support operation.

Key Responsibilities

• Monitor Fleet: Continuously monitor all rental and company vehicles using tracking systems. Ensure real-time visibility of vehicle locations. Identify and action any speeding events or unauthorized usage. Escalate repeated or severe traffic violations to management.
• Ensure Tracker Health: Run daily tracker health reports to ensure all vehicles are transmitting live data. Report and log any tracker faults or offline units to the relevant departments. Liaise with Cartrack and internal technical teams to rectify tracker issues.
• Incident Response: Respond to any accident alerts or calls from customers immediately. Coordinate emergency services and roadside assistance where needed. Complete and log accident reports, ensuring all relevant details and evidence (photos, statements, GPS data) are collected. Liaise with the insurance team and Fleet Manager on next steps.
• Theft Recovery Support: Act as the primary contact point for vehicle theft incidents. Work directly with Cartrack to initiate and manage the recovery process. Provide support documentation and real-time updates to authorities and internal stakeholders. Ensure proper escalation and logging of all theft incidents.
• Reporting: Compile fleet status reports every 2 hours for management.
• Customer Support: Serve as the first point of contact for customers experiencing mechanical issues or breakdowns. Dispatch towing services or mobile technicians as needed. Communicate with customers throughout the process to ensure minimal disruption and maximum support. Assist customers with bookings, queries, and general support when the Central Reservations team is off-duty. Ensure professional, helpful, and consistent customer service at all times. Escalate any unresolved issues to the appropriate departments during office hours.

Job description