Call Centre Representative

5 days ago

Randburg, Gauteng, South Africa Digicall Group Full time

Overview of Job Responsibilities

This role requires an individual who can effectively manage all aspects of the goodwill process, ensuring efficient and accurate customer service functions. The incumbent will collaborate with various departments to ensure the smooth and timely processing of goodwill claims, towing payments, and other administrative tasks, all while adhering to strict deadlines and maintaining high standards.

Fostering long-term customer loyalty and satisfaction, while upholding the brand's reputation for exceptional service, is crucial in this position.

The successful candidate will oversee all aspects of goodwill processes, including financial tracking and approvals, ensuring efficiency and compliance. They must stay informed about product launches, campaigns, and service policies to enhance decision-making in goodwill processing.

Main Responsibilities
  1. Operational: Oversee all aspects of goodwill processes, including financial tracking and approvals, ensuring efficiency and compliance.
  2. Financial & Claims Processing: Prepare and submit daily financial reports, review and validate financial documentation, service records, and claim histories to ensure accuracy, adhere to financial approval workflows and compliance requirements, and accurately process goodwill and towing claim payments.
  3. Goodwill Claim Management: Verify that dealer-submitted claims include all required documentation, assess service history, claim history, and financial impact before processing approvals, log CRM cases and coordinate with technical assessment teams for evaluations, communicate approvals and process payments based on assessment outcomes, and ensure a 24-hour turnaround for goodwill claim processing, once all required information is received.
  4. Financial & Budget Reporting: Consolidate goodwill expenditures and financial data for internal reporting, validate budget allocations to ensure cost-effective goodwill operations, prepare financial reports and presentations for management review, ensure adherence to financial audit standards and reconciliation processes, and manage payment approvals through the SAP system, ensuring accuracy and compliance.
  5. Procurement & Financial Approvals: Generate purchase requisitions (PRs) and purchase orders (POs) for goodwill and customer service expenses, obtain necessary managerial and finance department approvals before processing payments, and maintain accurate records of financial approvals, ensuring transparency and accountability.

Key Requirements

  • Proficient in Microsoft Office, particularly Excel (data management, formulas, reporting)
  • Excellent verbal and written communication skills
  • Knowledge of goodwill processes, claims management, and customer satisfaction standards
  • Minimum: Grade 12 or equivalent NQF level 4
  • Minimum 3 years of experience in a customer service or administrative role, preferably within the automotive industry
  • At least 1 year of financial experience with claims processing, financial approvals, and reconciliations

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