ROLE SUMMARY
A Roadside Assistance Consultant is accountable for customer vehicle breakdowns and understands his/her role as a brand ambassador and provides positive brand experiences to all customers.
The incumbent will receive and record customer car breakdowns. The Customer Service Agent is also responsible for linking the dealership technician with the customer. Furthermore, the agent will be responsible to follow up to ensure the customer was assisted as well as following up on the repaid of the vehicle.
Due to the nature of this position the agent must be able to work shifts as this is a 24-hour call centre.
If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritizes service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!
QUALIFICATIONS
• Minimum: Grade 12 or equivalent NQF level 4
• Advantageous: Contact centre and customer service qualification
EXPERIENCE
• Minimum of 2 years related work experience in a Customer Service / Customer Care role or environment.
RESPONSIBILITIES
• Provide the highest customer service in order to meet and exceed customer satisfaction, within the contractual SLA.
• Make sure all customer complaints are addressed and handled professionally, leaving the customer with a positive resolution.
• Analyze problems and make recommendations as to root causes and irreversible corrective actions.
• Relay customer quality improvement suggestions for company products and services.
• Support clients’ new products and provide feedback for development and continuous improvement.
• Promote and advocate quality achievement and performance improvement across the organization.
• Maintain client feedback requests and documentation.
• Troubleshoot issues within the customer service process.
• Compile and manage complaints registers.
• Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.
• Engage other departments as needed to resolve issues and complaints.
• Maintain records tracking complaints and escalations.
• Report to the Call Center Operational Team and other Key Divisions QA and Customer Satisfaction metrics.
• Maintains and provides monthly reports on customer satisfaction to both internal and external clients, including customer surveys and feedback.
• Other duties as assigned by the Head of the Department or other company Executives.
• Share successes and foster an atmosphere of success and achievement.
BENEFITS
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.