Recall Agent

Closing on: Mar 19, 2025

Role Summary

This role is based in a contact/service centre for one of South Africa's top OEM brands. The Recall Agent will handle inbound and outbound calls for recall campaigns, assist customers with Safety Recall Campaigns, confirm bookings at preferred dealerships, and liaise with dealers.

The ideal candidate will be proactive, customer-focused, and able to manage multiple tasks in a fast-paced environment. Strong communication, problem-solving skills, and attention to detail are essential.

This is an office-based role with standard hours, with possible additional support needed during peak times.

Qualifications

• Minimum: Minimum Grade 12 or equivalent NQF level 4

Experience

• 2 to 3 years of proven experience in a customer-facing role, ideally within a call center environment.
• Experience handling customer complaints, resolving queries, and ensuring timely resolution.
• Exposure to the fleet or automotive industry will be advantageous.

Skills & Knowledge

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Exceptional written and verbal communication skills (English).

Responsibilities

• Manage inbound and outbound calls regarding recall campaigns, providing customers with relevant safety recall information and ensuring their queries are addressed promptly.
• Work to meet individual targets, contributing towards the success of the recall campaign and that all KPIs are met.
• Manage and report on incoming leads, ensuring they are followed up in a timely manner. This includes new and open leads.
• Monitor and report on dealer follow-up for leads allocated, ensuring timely and effective action from dealers.
• Intervene when necessary to provide support in resolving issues or concerns, ensuring smooth communication between customers and dealers.
• Ensure all new online leads are contacted within 12 hours of allocation to the dealer to ensure a quick response for customers.
• Assist dealers with access to their dealer portal, provide feedback, and address any concerns regarding the recall process.
• Confirm bookings with customers at their preferred dealerships, ensuring the recall campaign is completed efficiently.
• Ensure the recall campaign is fully completed by following up with customers and dealers, confirming that the campaign process is finished.
• Reschedule booking dates when required to meet customer availability and ensure smooth customer experience.
• Answer inbound calls, providing assistance or redirecting to the appropriate department as needed.
• Maintain strong communication with both customers and dealerships via phone or email to ensure the recall process is handled smoothly.
• Follow up with customers to ensure the campaign has been completed and reschedule if needed to meet customer availability.

COMPETENCIES

• Examining Information: Analyses and processes information very effectively when solving problems. Very curious and good at asking probing questions.
• Following Procedures: Extremely rule following, procedural and risk averse.
• Providing Insights: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
• Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
• Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
• Showing Composure: Remains calm and does not get anxious before or during important events. Works well under pressure.
• Resolving Conflict: Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset.
• Producing Output: Works at a fast pace, works well when busy and copes well with multi-tasking.
• Meeting Timescales: Conscientious about meeting deadlines, highly punctual and unlikely to leave things unfinished.
• Upholding Standards: Uphold the highest standards and honour agreed commitments. Is discreet and maintains confidentiality.

Job Category: Automotive Call Centre Customer Experience

Job Type: Full Time

Job Location: Johannesburg
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