Rep I, Customer Support Operations (Automotive) GCCA Remote
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
TransUnions Job Applicant Privacy Notice
What Well Bring:
Do you love cars and enjoy helping peopleAre you passionate about delivering great customer service and want to be part of a team that supports the automotive industry
If yes this role is for you.
Were looking for a customer-focused tech-savvy individual who is excited about the auto world and committed to creating exceptional customer experiences. Youll work closely with dealerships finance providers and motor industry professionals to support them with trusted vehicle information valuation products system access and product education.
This role is based in the South Africa Global Capability Centre within the Auto Information Solutions (AIS) Service team.
The incumbent will report to the Associate Sales Lead and Senior Manager. The successful incumbent will be responsible for contributing to the overall operational delivery within the Auto Information Solutions (AIS) operation by supporting new and existing customers with annual vehicle valuation subscriptions information Pricing Queries Hire Purchase Information reports (HPI Reports) supporting with website related or app related questions queries and or concerns handling escalated matters and assisting customers with a resolution timeously logging of work orders for technical related challenges and system failures and much more.
This will be delivered to the TransUnion customer within the required service level telephonically and over email at the required quality standard.
Why Join Us
Be part of a team deeply connected to the automotive industry.
Work in an environment that values learning growth and customer experience.
Contribute to a high-impact service supporting dealerships finance houses insurers and auto professionals across the country.
Use modern systems and tools while developing specialised product knowledge in automotive data and vehicle valuations.
What Youll Bring:
Experience & Skills
- Minimum 3 years in customer service with strong service-orientation.
- Proven performance in a contact centre (inbound outbound and back-office).
- Strong call handling objection management and active listening skills.
- Experience with Salesforce Service Console and Amazon Telephony (advantageous).
- Excellent communication skills verbal written and interpersonal.
- Ability to multitask work under pressure and prioritise effectively.
- Confident using Microsoft Office and web-based applications.
- Matric or Industry Related Qualification
Technical & Product Capability
- Fast and accurate data capture using AIS call logging tools.
- Ability to educate customers on AIS and related TransUnion products.
- Strong understanding of internal pricing processes and system navigation.
- Ability to deliver consistent service within SLAs (quality schedule adherence productivity).
Professionalism & Growth Mindset
- Represents the brand professionally through every interaction.
- Manages priorities effectively including escalated or high-impact items.
- Committed to continuous learning via internal L&D and LinkedIn Learning.
- Completes all compliance and training modules as required.
Impact Youll Make:
Customer Support & Interaction
- Handle inbound calls to understand customer needs and provide accurate tailored solutions.
- Complete outbound follow-ups on escalations queries and potential leads.
- Guide customers on using the Tu1 Check application (desktop & mobile) and assist with troubleshooting.
- Reset sessions and resolve functionality issues using the AIS Operations platform.
- Support account queries including password resets unlocks and profile updates (following verification steps).
- Capture all interactions and updates clearly within Salesforce.
Sales Support & Lead Management
- Assist Sales with resets billing queries account setup and system navigation.
- Create new credentials using PeopleSoft Convergence and Salesforce.
- Manage incoming leads ensuring timely follow-up and routing to the relevant Sales Account Representative.
- Engage customers on available products and assist with next-step coordination.
Operational Excellence
- Follow all operational procedures including IT guidelines and service protocols.
- Ensure accurate processing of account changes and product assignments.
- Resolve email-to-case tickets from the AIS inbox within standard turnaround times.
- Support billing queries and provide clear feedback to customers.
Performance & Quality Requirements
- Maintain efficient ticket management (responses within 8 hours; closures within 48 hours).
- Handle a minimum of 120 calls per month with an average talk time of 4 hours.
- Achieve a minimum performance score of 3.5 monthly.
- Escalate priority issues correctly and offer effective alternative solutions.
For positions based in South Africa preference will be given to suitably qualified candidates from designated groups in line with the companys Employment Equity plan and targets.
Should you have not heard from us within 3 weeks from applying please regard your application as unsuccessful.
Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre but will not be able to work in a location outside of South Africa.
A Minimum of a 100 Meg Fibre line is required should you be successful you will need to upgrade your line or install fibre in order to work effectively.
Please note that being a credit bureau some positions require a clear credit record.
#LI-Remote
TransUnion Job Title
Rep I Customer Support Operations
Key Skills
- Foreign Office
- Analysis
- Banking Operations
- Corporate Finance
- Manual Testing
About Company
Company Overview TransUnion is a leading global risk and information solutions provider. Our mission is to help people worldwide access opportunities that lead to a higher quality of life. We accomplish this by delivering solutions that help organizations optimize their risk-based dec ... View more
