Uptime Coordinator

Position Title: Uptime Coordinator
The main purpose to ensure efficient communication and activities between all parties involved in a breakdown. The parties involved are the customer, driver, home dealer, repairing dealer and market.

Reporting: This role will report to the Operations Delivery Manager
Job Objectives

  • To handle the full breakdown process in the required languages for all products supported within the department and according to the procedures.
  • To assure a proactive follow-up on open cases via the monitor info Standards and take over cases at the beginning of a shift.
  • To secure the financial arrangements related to a breakdown according to warranty, soft products and financial routines, answer questions of customers and dealers regarding these topics.
  • To escalate cases according to the escalation process.
  • To use the acquired technical understanding to communicate with all parties in a correct and clear way.
  • To participate actively in continuous improvement activities
  • To develop and maintain a proactive working relationship with all employees and customers of all Volvo Group companies.
  • To take an active participation within the departmental team meetings (daily, monthly and Info sessions).
  • To recognise the need to support the Organisations Strategic objectives through the companies PBP (Personal Business Plan).
  • To be responsible for understanding the operational, strategies, objectives and KPI’s for the Uptime Solutions breakdown operation.

Education & Job Experience

  • Matric with Maths and Science
  • Frontline Course
  • 1-2 years plus Fleet Controller Experience or servicer advisor experience
  • Commercial Vehicle experience
  • Customer and Personal Service
  • Clerical

Job Knowledge & Skills

  • Computer literate, MS Office (Word, Excel, PowerPoint)
  • Good command of English language
  • Strong organizational and time management skills
  • Team player
  • Service orientation
  • Critical Thinking

Key Competencies

  • Previous experience in a Customer Service or fleet controller role
  • The ability to work on your own Initiative
  • Excellent verbal and written communication skills
  • A willingness to acknowledge and work with Volvo’s corporate values as defined in the ‘Volvo Way’
  • A proven ability to solve problems
  • Team player with an ability to communicate with people at all levels across the business

Volvo Group Southern Africa (Pty) Ltd is an affirmative action, equal employment opportunity employer.

Apply here!