Customer Support Representative (1) | Dayung Logistics

Job Title:Customer Service Representative (Car Rental)Salary:$1,200/monthSchedule: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