Motus Corporation Roadside Assistance Agent
Motus Corporation
Job Description
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
To apply for this job please visit motus.simplify.hr.
