Job Title: Customer Service Representative (Car Rental)
Salary: $1,200/month
Schedule: Full-time (40–50 hours/week)
Location: Remote (South Africa preferred)
Start Date: ASAP

About the Company

A growing multi-location automotive business based in the U.S., operating across car repair, towing, and a rapidly expanding car rental division. With multiple service locations and new verticals scaling quickly, the company is focused on strengthening its operational backbone—particularly in customer experience and payment management.

Why This Role Exists

As the car rental business continues to grow, customer interactions have become more complex—ranging from service issues to payment disputes. The current team handles volume well but lacks the level of critical thinking and decision-making required to manage nuanced situations effectively.

This role exists to bring in high-agency individuals who can think independently, read between the lines, and handle customer issues with sound judgment—not just follow scripts.

About the Role

This is a customer support role with a strong focus on problem-solving, decision-making, and accounts receivable support. You will primarily handle inbound customer concerns related to vehicle issues and payments, ensuring situations are resolved efficiently while protecting the business.

Communication is primarily via text (70%) and phone (30%). The role requires someone who can identify inconsistencies, prevent fraud or misuse, and de-escalate challenging situations with professionalism.

This is not a traditional, script-based support role—success depends on your ability to think critically and act decisively.

Key Responsibilities

1. Customer Support (Primary Focus)

Handle inbound customer concerns related to car rentals
Address issues such as vehicle problems (e.g., mechanical complaints)
Manage customer expectations and resolve complaints effectively
De-escalate tense or sensitive situations

2. Critical Thinking & Issue Resolution

Identify inconsistencies or potential misuse (e.g., unauthorized drivers, false claims)
Read between the lines to assess situations beyond surface-level requests
Make judgment calls aligned with company policies and business interests

3. Communication & Coordination

Communicate clearly and professionally via text and phone
Escalate issues when necessary, but operate independently when possible

What Success Looks Like

First 30 Days:

Successfully onboard into systems and workflows
Handle customer conversations confidently with minimal supervision
Demonstrate ability to follow processes while applying judgment

First 90 Days:

Consistently resolve complex customer issues independently
Identify patterns in customer behavior or recurring issues
Reduce escalations by proactively managing situations

Qualifications

Must-Have:

Strong English communication skills (written and verbal)
Proven experience in customer support, collections, or similar roles
High level of critical thinking and problem-solving ability
Ability to handle ambiguity and make independent decisions
Experience dealing with difficult or upset customers
Strong attention to detail

Nice-to-Have:

Experience in accounts receivable or payment collections
Background in call centers or high-volume customer environments
Experience supporting U.S.-based customers
Familiarity with automotive, rentals, or service-based businesses

This Role is NOT For You If:

You rely strictly on scripts and struggle with independent thinking
You are uncomfortable making judgment calls or handling ambiguity
You avoid conflict or difficult customer conversations
You require constant direction or supervision
You miss details or fail to question inconsistencies

Customer Support Representative (1) | Dayung Logistics - 19033