Roadside Assistance Agent

 

Job Title: Roadside Assistance Agent
Closing Date: 2024/10/10
Reference Number: MOT241003-11
Job Type: Permanent
Branch/Department: Roadside Assistance
Location: Edenvale, Gauteng, South Africa

Job Description:
The Roadside Assistance Agent will be responsible for providing prompt and effective help to clients in need of roadside assistance. The key responsibility is to ensure clients get off the road as soon as possible by arranging services such as towing the vehicle to the nearest dealership or service provider. The agent will also assist with issues such as locksmith services, tyre changes, fuel delivery, and jump starts (for flat batteries). Additionally, the agent will diagnose the reason for the vehicle breakdown over the phone and take the appropriate action, whether sending out a technician or arranging for a tow.

Specific Role Responsibilities:

• Inbound (Passenger):
  • Answer calls and identify the relevant brand (Hyundai, Tata, Kia, etc.).
  • Obtain the client's VIN number and details from the system.
  • Collect essential information such as the color, registration number, and mileage of the vehicle.
  • Capture details of the issue and client's location into the system.
  • Inform the client of the estimated delay time and the service provider who will assist.
• Outbound (Passenger):
  • Determine the nearest service provider and dealership to the client's location.
  • Confirm with the service provider whether assistance can be provided within a 45-minute to one-hour delay period.
  • Communicate necessary details to the service provider and client, including delay times and reference numbers.
  • Follow up with the client to ensure they have been assisted and close the case once the vehicle is at the dealership.
• Commercial:
  • Answer international breakdown calls.
  • Obtain relevant details from the caller and verify information with the international dealership.
  • Follow up with the service provider to ensure the breakdown is completed and closed successfully.

Qualifications and Experience:

• Minimum Qualifications:
  • Grade 12/Matric.
• Experience:
  • 1-2 years of Roadside Assistance experience.
  • Experience in an inbound/outbound call center environment.
  • Motor industry experience is advantageous.

Skills and Personal Attributes:

• Confident, assertive, and able to work under pressure.
• Energetic team player with a positive attitude.
• Fluent in English (additional languages would be an advantage).
• Ability to multitask and manage time effectively, with keen attention to detail.
• Proficient in MS Word, Excel, and Outlook.
• Excellent telephone selling skills with a professional demeanor, commercial acumen, and the ability to communicate enthusiastically.
• Outgoing, vivacious personality with the ability to work well under pressure.

Other Requirements:

• Criminal and credit clear.
• Reliable transport or own vehicle.
• Proven track record within a roadside call center environment.
• Background in the motor trade would be beneficial.
• Must be able to work shifts, including night shifts.

This role offers a dynamic opportunity for individuals with a strong customer service orientation and a passion for helping others in critical situations.

Click here to apply

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