Work From Home Customer Support Operations Job Vacancy at TransUnion

What We’ll Bring: Do you love cars and enjoy helping people?

Are 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.

We’re looking for a customer-focused, tech-savvy individual who is excited about the auto world and committed to creating exceptional customer experiences. You’ll 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.

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 You’ll 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 You’ll 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 company’s Employment Equity plan and targets.