Case Manager, Johannesburg

The Case Manager is responsible for answering inbound or internally transferred calls, assessing the caller's needs, taking ownership of the issue, and coordinating an appropriate solution using internal or external resources. Qualifications Experience Minimum of 2 years’ experience in a call centre environment.Minimum of 1 year experience in Roadside Assistance. Operational Responsibilities Ensure timely and professional response to all incoming calls as per client protocols and contractual agreements. Analyze assistance requests and determine necessary actions. Validate client records and log all relevant details accurately.Explain benefits and limits to clients and coordinate solutions. Manage case communications and escalate issues as needed. Dispatch Responsibilities Acknowledge case receipt and appoint appropriate service providers within contractual timeframes. Verify rates, costs, and mileage, and ensure accurate system entries.Coordinate with service providers and inform clients of appointment details. Follow-up Responsibilities Follow up within 20 minutes to confirm contact from service providers. Reassign cases if issues arise and update system notes. Complete and close cases upon resolution. Core Competencies Strong written communication and fact management skills.Effective task management and prioritization. Proactive and energetic approach to tasks. Ambitious with a focus on achieving results. Calm under pressure and good conflict resolution skills. Team-oriented with positive attitude and adherence to procedures. Job Details Category: Customer ServiceType: Full Time Location: Johannesburg Send us your CV

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