Description

Volvo Group Southern Africa is recruiting a student to join its Volvo Action Service operation in Johannesburg.

The main purpose of the position is to support efficient communication and coordination between all parties involved in a vehicle breakdown. These parties may include the customer, driver, home dealer, repairing dealer and market team.

The successful candidate will report to the Customer Support Manager.

Responsibilities

• Manage the complete breakdown-support process according to departmental procedures.
• Communicate with customers, drivers, home dealers, repairing dealers and relevant market teams.
• Handle breakdown cases in the required languages for supported products.
• Proactively follow up on open cases.
• Review case-monitoring information and applicable service standards.
• Take over existing cases at the beginning of a shift.
• Secure financial arrangements associated with breakdowns.
• Follow warranty, product and financial procedures.
• Answer customer and dealer questions about warranties and financial arrangements.
• Escalate cases according to the prescribed escalation process.
• Use technical understanding to communicate information clearly and accurately.
• Participate in continuous-improvement activities.
• Build and maintain professional relationships with employees and customers across Volvo Group companies.
• Participate in daily and monthly departmental meetings.
• Participate in departmental information sessions.
• Understand the operational strategies and objectives of the Volvo Action Service breakdown operation.
• Work towards the relevant departmental key performance indicators.

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Requirements

• Matric or Grade 12.
• A tertiary qualification or current studies towards a tertiary qualification.
• Computer literacy.
• Ability to use Microsoft Word.
• Ability to use Microsoft Excel.
• Ability to use Microsoft PowerPoint.
• Good command of the English language.
• Willingness to work according to Volvo’s corporate values.
• Ability to communicate with employees and stakeholders at different organisational levels.
• Willingness to complete the required verification and screening processes.

Call-centre experience will be advantageous.

Skills & Competencies

• Customer-service orientation.
• Clerical and administrative ability.
• Ability to work independently and use initiative.
• Excellent verbal communication skills.
• Excellent written communication skills.
• Problem-solving skills.
• Teamwork.
• Organisational skills.
• Time-management skills.
• Critical-thinking skills.
• Service orientation.
• Computer literacy.
• Ability to communicate technical information clearly.
• Ability to build professional working relationships.
• Ability to participate effectively in team meetings.

Other

Position Type: Student

Brand / Division: Volvo Trucks

Reporting To: Customer Support Manager

Department: Volvo Action Service

Location: Johannesburg, Gauteng

Shortlisted candidates will be required to complete and sign verification, consent and indemnity declarations.

Checks may include:

• Reference checks.
• Criminal-record checks.
• Credit checks.
• Qualification verification.
• Vetting relevant to the position.
• Other checks considered necessary by the employer.

Volvo Group Southern Africa is an affirmative-action and equal-employment-opportunity employer. People with disabilities are encouraged to apply.