Case Manager- Roadside Assistance

At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, we’re inspired by why we’re here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.

Role Summary The Case Manager is required to answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.

Due to the nature of this position the agent must be able to work shifts.

If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!

Qualifications

• Minimum: Grade 12 or equivalent NQF level 4
• Advantageous: Short Term Insurance related qualification

Experience

• Minimum: 2 years’ experience in a call centre environment.
• Preferred: experience in Roadside Assistance.

Responsibilities Frontline

• Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
• Effective and professional call attendance within required call duration service level criteria.
• Analyze the nature of assistance requested or further action required.
• Validate the client’s record.
• Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information.
• Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
• Explain the benefits and limits applicable.
• Identify, implement and coordinate appropriate solutions.
• Summarize and collate case related communications in the case register.
• Immediately act upon any omissions or service failures identified during the course of the case management.
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay.
• Manage client expectations by communicating the workflow effectively.

Dispatch

• Acknowledge receipt of case allocation on the system.
• Appoint a service provider within contractual requirements timeframes.
• Appoint the right and most appropriate supplier in the correct area.
• Escalate any problems with the service provider to the Supervisor and Procurement department immediately.
• Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier.
• Validate the costs correctly and accurately.
• Ensure that the correct mileage is added and authorized for each case where necessary.
• Discuss the rates with the appointed supplier if they are not on the panel and ensure that case notes are always updated and accurate.
• Apply allocation charges and ensure that a new service provider is appointed where an allocation has been made and the supplier is unable to assist.
• Ensure that the supplier receives instructions by sending a text message, telephone call and/or email after hours or during the weekends.
• Advice the client that the service provider has been appointed.
• Schedule a follow up at an agreed time and ensure the ETA is logged on the system.

Follow up

• Acknowledge receipt of case allocation on the system.
• Follow up within 20 minutes that the service provider has contacted the client.
• Re-assign back to Dispatch to re-appoint another service provider where there is a problem.
• Ensure that concise and adequate notes are updated on the system.
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay.
• Complete the case on the system and close the case when a client is assisted.

Benefits Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.

Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.

Should you meet the requirements of this position, please complete the application via the link, no later than close of business on the 23 August 2026.

Link https://my.wamly.io/invite/DigicallGroup/feffdcf6

Job Category: Roadside Assistance Case Manager

Job Type: Permanent

Job Location: Johannesburg Randburg