Description:
We are seeking a highly organized and detail-orientated Assist Support Customer Agent to oversee and monitor daily reports, case management processes, customer escalations, and data accuracy across key departments and partner service providers. This role requires strong analytical capabilities, process ownership, and effective communication across teams to ensure operational excellence and service level adherence in a high pressure environment.
Location: Bryanston, Sandton
Key Responsibilities:
Customer Service Monitoring
Emergency Assist case management and intervention (Live and pre-booked cases) Monitor and manage Complaints and Customer Care inboxes. Track and follow up on complaints and feedback resolutions. Escalate complaints and update tracking and complaints sheets. Conduct courtesy calls.
Case Management & Administration
Check and reconcile Accident Reports. Track Authorisation Requests and other validation requests. Monitor incorrectly delivered vehicles and coordinate resolution. Complete end destination and complaints-related meetings and tasks. Support vehicle upliftment requests and authorization tracking. Vehicle towing case monitoring and delivery confirmation at the correct destination
Communication & Coordination
Maintain communication with internal teams and external service providers (SPs). Assist with billing queries and provide feedback on utilization and authorisation processes. Afrikaans & English speaking.
Reporting & Data Management
Prepare and distribute Daily SLA for clients & service providers. Compile and analyse SLA and CSI Stats daily. Complete and update vehicle Accident Reports and Daily Case Stats. Generate Client Scheme Utilization Reports (weekly and monthly). Compile Live Case updates and consolidate into Daily/Weekly reports for stakeholders. Generate and maintain Master and Ad Hoc Utilization Reports for finance and operational use. Manage and vet utilization reports.
Quality Assurance & Feedback
Participate in and contribute to QA collaboration sessions with service providers (if required). Submit QA Reports and track follow-up items from QA sessions. Monitor CSI feedback and generate CSI Master Reports.Qualifications:
Matric Certificate (required). Additional tertiary education (advantageous). 2+ years experience in a support, admin, or case management role. Call Centre and/ short term insurance claims support experience advantageous. Key Skills & Competencies:
10 Jan 2026;
from:
gumtree.co.za