📍 Digicall Group, Johannesburg, Gauteng (2001)
🗓️ Closing Date: 30 November 2025
☎️ Department: 24/7 Roadside Assistance Call Centre
💼 Job Type: Full-Time, Shift Work

🔎 Role Summary

A Roadside Assistance Consultant plays a crucial role in supporting customers experiencing vehicle breakdowns. As the first point of contact, you will act as a brand ambassador, ensuring every customer receives quick, compassionate, and highly professional service.

This role requires someone who is confident under pressure, solutions-driven, and able to work shifts in a 24-hour call centre environment. You will log breakdown incidents, coordinate with dealership technicians, follow up on customer cases, and ensure vehicles are repaired and returned promptly.

If you thrive in a fast-paced, customer-centric environment and value teamwork, excellence, and continuous improvement, this role is your opportunity to shine.

📌 Position Purpose

To deliver exceptional customer support during vehicle emergencies by recording breakdowns, coordinating assistance, communicating with dealerships, and ensuring high service satisfaction levels.

🎯 Key Responsibilities

Customer Service & Support

• Deliver the highest level of customer service and meet SLA obligations.

• Record all breakdown calls accurately and manage each case end-to-end.

• Act as the communication link between customers and dealership technicians.

• Ensure all customer complaints are resolved timeously and professionally.

Quality & Process Improvement

• Identify root causes for issues and recommend corrective actions.

• Capture and relay customer suggestions for product and process improvement.

• Support new product rollouts through feedback and engagement.

Reporting & Documentation

• Maintain and update complaints registers.

• Track escalations and resolutions across departments.

• Compile monthly customer satisfaction and QA reports for internal and external stakeholders.

Interdepartmental Collaboration

• Work closely with call centre operations, technical teams, and QA divisions.

• Escalate unresolved issues to the appropriate departments promptly.

• Ensure seamless communication and resolution across the organisation.

Other Duties

• Perform additional tasks as assigned by the Head of Department or senior leadership.

• Contribute positively to a culture of achievement, teamwork, and continuous improvement.

📚 Minimum Qualifications

• Grade 12 / Matric (NQF Level 4)

• Advantageous: Customer service or contact centre qualification

🧠 Experience Needed

• Minimum 2 years in a customer service or call centre environment

• Experience in breakdown assistance or automotive customer support is advantageous

💡 Key Competencies & Skills

• Strong communication skills

• Excellent problem-solving ability

• Emotional resilience and confidence

• Ability to work under pressure

• Attention to detail

• Customer-centric mindset

• Strong interpersonal skills

• Ability to work shift hours (24/7 environment)

🎁 Benefits

Digicall provides a range of benefits designed to support your well-being and career growth, including:

• Medical cover

• Provident fund

• Funeral cover

• Long service awards

• Learnerships & bursaries

• Employee recognition programmes

• Wellness support and initiatives

Digicall fosters an uplifting culture that celebrates individuals and encourages personal and professional growth.

📄 CV Tips for a Roadside Assistance Consultant

✔ Highlight customer service and call-centre experience clearly
✔ Mention achievements such as reduced call times, high satisfaction ratings, or SLA compliance
✔ Include any automotive knowledge or technical exposure
✔ Show your ability to handle high-pressure environments
✔ Use strong action verbs such as “resolved”, “coordinated”, “logged”, “assisted”, “followed up”
✔ Keep your CV concise, structured, and professional