Customer Service

Spanner is a technology-driven mobility infrastructure company focused on building Africa’s most reliable roadside assistance and vehicle support network. The company provides on-demand breakdown assistance, periodic vehicle inspections, maintenance services, and fleet support solutions that help individuals and businesses stay on the move. Through its platform, Spanner connects customers to trusted automotive support while enabling OEMs, insurers, fleet companies, and mobility brands to extend after-sales services directly to vehicle owners. By reducing the need for workshop visits and improving access to quality support, Spanner is helping power safer, smarter, and more reliable mobility across Africa.

Key Responsibilities

* Respond promptly to customer enquiries via phone calls, WhatsApp, email, and other communication channels.

* Provide accurate information about the Company's services and assist customers with bookings and service requests.

* Follow up with prospective and existing customers before and after inspections, servicing, repairs, towing, and other service engagements.

* Handle customer complaints professionally and escalate unresolved issues to management.

* Maintain positive customer relationships and ensure customer satisfaction.

* Document customer interactions, enquiries, complaints, bookings, and resolutions accurately.

* Maintain updated customer records and prepare required daily, weekly, and monthly reports.

* Coordinate with the Operations and relevant teams to ensure customer requests and bookings are properly attended to.

* Track customer feedback and report recurring concerns or service issues to management.

* Attend to leads and enquiries generated through the Company's advertising and marketing campaigns.

* Submit all required reports and updates within stipulated timelines.

Requirements

* Previous customer service/customer care experience.

* Excellent communication and interpersonal skills.

* Good organizational, documentation, and follow-up skills.

* Ability to multitask and handle multiple customer enquiries.

* Must have a functional laptop and reliable internet connection.

* Must be available to attend to customer enquiries during operational hours and when necessary outside standard hours, particularly for leads generated through advertisements.