Maintenance Contact Centre Agent
Afrirent (Pty) Ltd is looking for a Maintenance Contact Centre Agent who will coordinate and authorise vehicle maintenance and repair activities to ensure minimal fleet downtime, effective cost control and optimal vehicle availability. The role acts as a central liaison between suppliers, internal departments and fleet customers, reviewing maintenance requests, scrutinising quotations and authorising repairs in line with Afrirent’s policies, technical guidelines and delegated authority. The incumbent contributes to operational efficiency, cost optimisation and service excellence by applying technical judgment, monitoring supplier performance and ensuring maintenance activities are completed within agreed service level agreements (SLA’s).
Vehicle Maintenance Authorisations and Repair Coordination
- Receives and assesses maintenance authorisation requests from service providers
- Captures and loads maintenance quotations into the fleet management system
- Scrutinises repair quotations to determine the validity and necessity of repairs
- Applies technical judgment to determine whether repairs fall within warranties / service plans / customer’s charge
- Issues authorisation numbers to suppliers once approval is granted
- Liaises with Technical Advisors where necessary to validate repair requirements
- Manages warranty claims, goodwill repairs and service plan allocations
- Monitors that repairs comply with vehicle manufacturer specifications
- Coordinates repair bookings with authorised service providers
- Follows the downtime management process to minimise vehicle downtime
- Process all authorisation requests within agreed turnaround times
- Monitors open repair cases until completion
- Escalates complex / high-cost repairs to the Team Leader
- Maintains accurate records of all authorisations and repair activities
Cost Control and Supplier Negotiation
- Analyses maintenance requests and quotations to identify unnecessary repairs
- Negotiates discounts on parts, labour and services with suppliers
- Monitors that repairs are performed at competitive market rates
- Identifies warranty and goodwill repair opportunities to reduce costs
- Evaluates maintenance costs against fleet benchmarks
- Collaborates with procurement and Technical Advisors to optimise supplier utilisation
- Monitors supplier pricing trends and cost fluctuations
- Identifies opportunities for early settlement discounts / cost efficiencies
Administration, Case Management and Reporting
- Captures all maintenance authorisation requests on the system
- Updates case records with repair progress and relevant documentation
- Logs all calls, emails and communications with service providers
- Follows up on outstanding authorisations and maintenance requests
- Tracks the progress of repairs to ensure completion within expected timelines
- Monitors outstanding Maintenance Rebilling Authorisations (MRA’s)
- Compiles reports on maintenance authorisations, costs and downtime trends
- Monitors supplier performance against SLA’s
- Maintains accurate electronic records and supporting documentation
Quality Assurance and Compliance
- Adheres to the maintenance call centre standard operating procedures (SOP’s)
- Monitors that all authorisations comply with fleet maintenance policies
- Maintains documentation required for ISO / internal audits
- Maintains accurate data and documentation of all maintenance activities
- Participates in quality reviews and internal audits
- Maintains compliance with delegated approval authority limits
Customer and Stakeholder Service
- Provides timely feedback to internal teams and customers on the progress of repairs
- Maintains regular communication with service providers and suppliers
- Responds to maintenance queries promptly and professionally
- Maintains positive relationships with internal and external stakeholders
- Escalates operational challenges affecting service delivery
Experience and Education
- 2 years’ experience in a call centre / fleet advisory / customer service environment
- Basic understanding of vehicle maintenance and repair processes
- 2 years’ experience in fleet management / motor mechanical environment / vehicle maintenance authorisations will be advantageous
- Experience working with fleet maintenance systems / dealership networks will be advantageous
- Certificate (NQF level 5) in Call Centre Operations / Customer Service / Automotive Administration
- Trade Qualification in Automotive Repair / Motor Mechanics will be advantageous
- National Diploma (NQF Level 6) in Automotive Management / Mechanical Engineering / Fleet Management will be advantageous
Job Types: Full-time,
Permanent Pay: R14 000,00 - R29 000,00 per month
Work Location: In person
Work Location: In person
