Emergency Call Centre - Call Taker

Our client, market leader in the South African Roadside Assistance Services, is currently recruiting a permanent position for a n Emergency Contact Centre Call Taker , based in Gauteng. Job Description The primary role of an Emergency Contact Centre Call Taker is to capture information received from members/customers swiftly and accurately and follow up on various types of assistance, within specified time frames, to ensure customer satisfaction. Division: Operations Department: Emergency Contact Centre Reporting to: ECC Supervisor Duties and Responsibilities: Swift and accurate collation and capturing of information received from members/customers requiring emergency assistance. Follow up on current and closed cases within specified time frames to ensure that members/ customers are kept up to date. Provide excellent customer service to ensure and exceed expectations. Adherence to standard operating procedures such as scripts and process flows to ensure that assistance is provided as quickly as possible. Maintaining effective and efficient service within a pressurised environment and under stressful circumstances. Any other related duties as required by ECC Management from time to time. Minimum Requirements: Education: Grade 12 essential A call centre-related qualification would be advantageous Experience: At least one years ' experience within a contact centre environment Experience within a customer service and/or an emergency environment would be advantageous Knowledge: Superb knowledge of customer service practices and principles Basic understanding of vehicle makes, models, etc. and how a vehicle operates Geographical knowledge of South Africa and neighbouring countries Working knowledge of CRM Systems (i.e. Nova - in-house contact centre system) A general understanding of the products and services available to AA members Good PC working knowledge Skills: Excellent telephone etiquette and passionate in providing high service levels High sense of urgency critical! Accuracy and attention to detail to ensure accurate capturing of information received from customers onto a CRM System A vibrant individual who possesses good interpersonal and communication skills coupled with an understanding of customer centricity Strong ability to multi task and work within industry related standards The incumbent must be able to apply logical thinking throughout interactions with customers as well as analysing situations Must be able to conduct him/herself professionally within a working environment Other: Shift work is compulsory. Hours of work will be governed by the shift roster prepared by the manager and may change from time to time in accordance with operational requirements. Shifts will be between 8, 9 and 12 hours (not exceeding 12 hours); Call Takers may be required to work up to 45 hours per week and/or 195 hours per month Weekends form part of normal working hours Own transport to and from work is essential Salary:

Location: Gauteng, Gauteng, ZA

Posted Date: 7/14/2025