Roadside Assistance Agent

JOB DESCRIPTION:

The Roadside Agents 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 agents 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.

DUTIES / KEY 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

EDUCATION:

• Grade 12 / Matric

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED:

• Minimum 1 – 2 years Roadside Assistance experience
• Experience in an inbound/outbound call centre environment
• Excellent telephone selling skills with professional telephone manner and commercial acumen and the capability to communicate with enthusiasm and drive
• Excellent communication (verbal and written) - Good command of the English language
• Motor Industry experience would be an advantage
• Energetic
• Fluent in English (other languages would be beneficial)
• Multi-tasking
• Excellent time management and attention to detail
• Confident and assertive
• Ability to work under pressure
• Team Player
• Accuracy
• Outgoing & vivacious personality & ability to work well under pressure
• Computer literate – MS Word, Excel and Outlook knowledge/experience

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
• Own and live up to the Company values