The purpose of the role is to resolve customer queries and facilitates the vehicle maintenance process. The Fleet Managed Maintenance Contact Centre Agent resolves customer queries and provides technical advice as the maintenance subject matter expert The incumbent facilitates the vehicle maintenance process and ensures customer service excellence
We are looking for mechanics who have previously worked on BMW, Nissan, Mercedes Benz and Yellow metal trucks
Key Responsibilities :
Follows existing processes and procedures to maintain cost efficiencies. Makes recommendations on potential cost saving opportunities.
Demonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costs Prevent wastage and identify process improvements to contain and reduce costs
Adhere to Organizational values and service standards and interact with and communicate with customers accordingly Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements Meet set turnaround times while ensuring own availability, reliability and accuracy Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service
Investigate new ways to optimize processes Flag opportunities to migrate to platform and supports the use of technology in process and system improvements Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery
* Contribute to teamwork and inclusivity by working together to achieve team goals Value individual contributions and respects diversity in the team Share information and knowledge that benefits the team
Candidate Requirements :
- Grade Twelve and Petrol and Diesel Mechanic Certification (MerSETA)
- Clear criminal record
*Clear credit check - 3-5 years technical vehicle experience
- Call centre experience advantageous
Desired Skills:
- Clear criminal and credit record
- 3 to 5 years technical vehicle experience
- Call Centre
- Petrol and Diesel Mechanic
Desired Work Experience:
- 2 to 5 years Systems / Network Administration
Desired Qualification Level:
- Diploma
About The Employer:
Our Client in the Motor Industry is looking for Call Centre Agents with a mechanic background.