TransUnion is hiring a Rep I, Customer Support Operations (Automotive) - GCCA Remote

TransUnion LLC is looking for a Customer Support Operations Representative to provide support for our automotive information solutions. You'll handle inbound and outbound calls, support dealerships and finance providers with vehicle valuation products, and ensure operational delivery within service level agreements.

What You'll Do

• 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.
• Capture all interactions and updates clearly within Salesforce.
• 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.
• Resolve email-to-case tickets from the AIS inbox within standard turnaround times.
• Support billing queries and provide clear feedback to customers.
• Maintain efficient ticket management with responses within 8 hours and 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.

What We're Looking For

• 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.
• 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.
• 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).
• 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.
• Reside in a home that is fibre ready in South Africa.
• A Minimum of a 100 Meg Fibre line is required.

Nice to Have

• Experience with Salesforce Service Console and Amazon Telephony.

Technical Stack

• Salesforce Service Console
• Amazon Telephony
• Microsoft Office
• AIS call logging tools
• AIS Operations platform
• PeopleSoft
• Convergence

Team & Environment

Based in the South Africa Global Capability Centre within the Auto Information Solutions (AIS) Service team. You will report to the Associate Sales Lead and Senior Manager.

Benefits & Compensation

• Be part of a team deeply connected to the automotive industry.
• Work in an environment that values learning, growth, and customer experience.
• Use modern systems and tools while developing specialised product knowledge in automotive data and vehicle valuations.

Work Mode

This is a remote position based in South Africa.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.