Job Description
The Successful Roadside Agent will be liable to get clients off the road ASAP as well as arranging for a service provider to tow the vehicle to the closest dealership.The agent will also be responsible for assisting clients with a lock smith, tyre change, fuel delivery and also assist with jump starts (flat battery). Diagnose roadside failures over the phone – pinpoint reason and decide the appropriate action to be taken – for example to send out technical or towing etc.
Position Overview
Specific Role Responsibilities
INBOUND: Passenger
Call comes in – Agent identifies call (Hyundai, Tata, Kia, etc.)
Agent obtains VIN number from client
Agent picks up clients details on system
Agent asks client for colour, registration number and mileage of vehicle
Agent obtains clients first name, surname and contact number
Agent captures details onto system about what is wrong with the vehicle
Agent enters clients address and informs client that he will call back shortly with a delay time and who will be coming out to tow the vehicle
OUTBOUND: Passenger
Agent determines the closest service provider and dealership to where the client is stuck or resides
Agent calls service provider and obtains a delay from them, if it is within the 45 minutes to an hour delay and if it is within the radius, the service provider is then asked to assist the client
Agent will provide all the necessary details to the service provider
Agent calls the client back and provides the delay time and a reference number to the client
Agent will follow up with the client to ascertain if they have been assisted
Agent will close the case on the vehicle once the vehicle has been dropped off at the dealership
Commercial:
Call comes in – Agent will answer "International Breakdowns how can I assist"
Obtains relevant details from the person logging the breakdown
Agent calls the International Dealership, and verify the clients required details
Agent calls the driver and obtains the relevant details
Agent will follow up with the service provider to ensure breakdown was complete
Qualifications and Experience
Grade 12 / Matric
Minimum 1 – 2 years Roadside Assistance experience
Experience in an inbound/outbound call centre environment
Motor Industry experience would be an advantage
Skills and Personal Attributes
Confident and assertive
Ability to work under pressure
Team Player
Energetic
Fluent in English (other languages would be beneficial)
Multi-tasking
Excellent time management and attention to detail
Computer literate – MS Word, Excel and Outlook knowledge/experience
Excellent telephone selling skills with professional telephone manner and commercial acumen and the capability to communicate with enthusiasm and drive
Accuracy
Outgoing & vivacious personality & ability to work well under pressure
Other Requirements :
Criminal and credit clear
Reliable or own transport
Must have a proven track record within a Roadside Call Centre environment
Background in the Motor trade would be preferable
Must be able to work shifts / night shifts
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