Roadside Assistance Consultant - Digicall

Trending Talent Solutions; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading service provider in Johannesburg is seeking a Roadside Assistance Consultant. This role is focused on delivering exceptional customer service during vehicle breakdowns. Candidates should have at least 2 years of customer service experience and a qualification in this field is advantageous. Candidates must be prepared to work shifts as this position operates in a 24-hour call center. Benefits include medical cover and employee wellness programs.

Benefits

Medical cover

Provident fund

Long service awards

Employee wellness programs

Qualifications

• Minimum of 2 years related work experience in Customer Service.
• Experience in a call center environment is an advantage.

Responsibilities

• Provide the highest customer service to meet and exceed customer satisfaction.
• Address and handle all customer complaints professionally.
• Relay customer quality improvement suggestions for products.

Skills

Customer service skills

Problem analysis

Communication

Interpersonal

Education

Contact centre and customer service qualification

Job description

Apply for the Roadside Assistance Consultant - Digicall role at Trending Talent Solutions.

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.

Apply now and show us how you'll shine!

Qualifications

Contact centre and customer service qualification (advantageous) Experience Minimum of 2 years related work experience in a Customer Service / Customer Care role or environment.

Responsibilities

Provide the highest customer service to meet and exceed customer satisfaction within the contractual SLA.

Ensure 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.

Act as a liaison between the call centre 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.

Maintain and provide 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

Core and value-added benefits to equip and empower you to live your best life (e.g., medical cover, provident fund, funeral cover).

Long service awards, learnerships, and bursaries.

Employee wellness and recognition programmes fostering a supportive and celebratory workplace.

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