Job Overview:

The Customer Service Representative Agent / Breakdown Coordinator is responsible for managing customer interactions, handling commercial breakdown cases, coordinating dealers and workshops, and ensuring accurate, timely communication and resolution of customer concerns.

We are seeking a motivated, bilingual speaking (English and Other) Customer Service Representative Agent to join our team. This role is critical in ensuring seamless customer support, efficient breakdown management, and strong collaboration between customers, dealers, and service providers. Additional language skills are a plus.

The ideal candidate will:

Handle high volumes of calls, emails, and WhatsApp messages. Demonstrate technical knowledge of commercial vehicles, maintenance processes, and workshop operations. Provide professional service advisory support and maintain excellent communication. Respond promptly to urgent transport and service issues, ensuring units are back on the road quickly. Multitask effectively under pressure and demonstrate strong negotiation and problem-solving skills. This role directly contributes to operational efficiency, customer satisfaction, and the company’s reputation.

Key Responsibilities:

• Attend to high call volumes, WhatsApp efficiently while multitasking across various customer queries, and breakdowns and requests.
• Provide accurate guidance and support regarding commercial breakdowns, maintenance, and service issues.
• Utilize the Breakdowns system effectively to log, monitor, and follow up on customer cases.
• Coordinate between dealers, workshops, field staff, and customers to ensure timely resolution of breakdowns and service requests and ensure no breakage in communication between customer and dealers.
• Communicate professionally, negotiate effectively, and manage customer expectations with clarity and empathy.
• Demonstrate a strong understanding of transport operations and the urgency required for time-sensitive transport business.
• Demonstrate a strong understanding of transport operations and the urgency required for time-sensitive transport business.
• Demonstrate a strong understanding of transport operations and the urgency required for transport business and ensuring time sensitive loads are attended and repaired to within the 4–6-hour time frame
• Support managers and supervisor in the call centre when and were requested within the scope of the policy.
• Maintain detailed records of customer interactions, service updates, and call logs.
• Work collaboratively with colleagues, including Controllers, service managers, regional managers and

workshop teams

• Participate in shift work, including evenings, weekends, and public holidays.
• Continuously update technical knowledge and service skills to improve customer support quality.
• Maintain good mental and overall health, ensuring resilience in a high-pressure environment.
• Working of shift where night shift is compulsory
• Employee required to follow all safety protocols at all time