Roadside Assistance

THE ROLE

As a Roadside Assistance & On-trip Support Agent, you’ll be focused on responding to customers’ requests for emergency road service in a contact centre environment (calls, chats & emails), obtaining the information regarding the type of service required (e.g., vehicle location, type of problem, etc.) and troubleshooting when needed.

You will also be communicating with insurance companies and partners to activate the necessary services to send the right help to the customers.

WHAT WILL YOU WORK ON?

● Handle incoming urgent on-trip requests in a contact centre environment, within the agreed service levels.

● Actively contribute to a culture where the fair treatment of customers is a priority.

● Coordinate towing services in urgent and non-urgent situations when needed.

● Evaluate the needs of the customers and work in a creative, pro-active manner to resolve roadside cases.

● Accurately record issues and data into our CRM (Zendesk)

● Responding to customers with empathy and understanding while gathering information and providing solutions to get customers back on the road.

WHO ARE WE LOOKING FOR?

● Background experience in emergency dispatching, roadside support, and/or high-level customer service type roles.

● Understands the sense of urgency as will be working with customers that are facing unexpected situations.

● Highly motivated that excels in working with customers in potentially high stress environments and can work through urgent situations with precision and speed.

● Able to thrive in a high energy team environment managing multiple events at once.

● Has core values that should help to revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanour.

THE INDIE COMMITMENT

● A dynamic position in a young, fast-growing and innovative company

● Continuous training and coaching to develop your skills

● Competitive package including private health insurance, Indie Benefits and book free roadtrips European-wide (subject to availability)

● International and informal work environment located in the heart of Lisbon.