Case Manager

Digicall Group; Johannesburg; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A service provider in Johannesburg is seeking a Case Manager to handle inbound calls and coordinate effective solutions. Candidates should have at least 2 years of experience in a call centre, particularly in Roadside Assistance. This role requires strong communication skills and the ability to manage multiple tasks efficiently while providing excellent customer service.

Qualifications

• Minimum of 2 years' experience in a call centre environment.
• Minimum of 1 year experience in Roadside Assistance.

Responsibilities

• Respond to all incoming calls as per client protocols.
• Analyze assistance requests and determine necessary actions.
• Log all relevant details accurately.
• Coordinate solutions and manage case communications.
• Acknowledge case receipt and appoint service providers.
• Follow up to confirm contact from service providers.

Skills

Strong written communication skills

Effective task management

Proactive approach

Calm under pressure

Conflict resolution skills

Job description

The Case Manager is responsible for answering inbound or internally transferred calls, assessing the caller's needs, taking ownership of the issue, and coordinating an appropriate solution using internal or external resources.

Qualifications

• Minimum of 2 years' experience in a call centre environment.
• Minimum of 1 year experience in Roadside Assistance.

Operational Responsibilities

• Ensure timely and professional response to all incoming calls as per client protocols and contractual agreements.
• Analyze assistance requests and determine necessary actions.
• Validate client records and log all relevant details accurately.
• Explain benefits and limits to clients and coordinate solutions.
• Manage case communications and elevate issues as needed.

Dispatch Responsibilities

• Acknowledge case receipt and appoint appropriate service providers within contractual timeframes.
• Verify rates, costs, and mileage, and ensure accurate system entries.
• Coordinate with service providers and inform clients of appointment details.

Follow-up Responsibilities

• Follow up within 20 minutes to confirm contact from service providers.
• Reassign cases if issues arise and update system notes.
• Complete and close cases upon resolution.

Core Competencies

• Strong written communication and fact management skills.
• Effective task management and prioritization.
• Proactive and energetic approach to tasks.
• Ambitious with a focus on achieving results.
• Calm under pressure and good conflict resolution skills.
• Team-oriented with positive attitude and adherence to procedures.

Job Details

Category: Customer Service
Type: Full Time
Location: Johannesburg

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