HCV Support Agent (Heavy Commercial Vehicles)

Job Purpose

The HCV Support Agent is responsible for providing real-time emergency assistance coordination for heavy commercial vehicles such as trucks, buses, and fleet vehicles. The role involves handling incoming distress calls, logging cases accurately, dispatching service providers, and ensuring timely resolution of breakdowns or incidents.

This position operates in a high-pressure, fast-paced call centre environment, where accuracy, urgency, and customer service are critical.

Key Responsibilities:

• Receive and manage incoming emergency breakdown calls from drivers and fleet clients.


• Accurately capture and log all incident details (location, vehicle type, issue, urgency).


• Coordinate and dispatch towing services, mechanics, and roadside assistance providers.


• Monitor case progress until full resolution and update all systems accordingly.


• Communicate clearly and professio...