Incident Response Consultant at Telesure Investment Holdings (TIH)

JOB PURPOSE 

• Responsible for ensuring that customer’s are assisted 24/7 in the event of a vehicle accident where the vehicle is non-drivable. Obtain all relevant information, firsthand, from the customer, tow truck driver or third party involved in the accident to aid in expediting the validation process for the customer. Provide peace of mind for the customer regarding their claim.

RESPONSIBILITIES 

External Communications 

• Use the external communications system to access and supply specific information.
• Create positive experiences for clients by interacting courteously with them.
• Responsible for contacting the customer using the relevant communication system, immediately once they have received information that an accident has occurred.
• Confirm that it is convenient to assist the customer and obtain all relevant information from the customer while they are still at the scene of the accident.
• Ensure that the tow truck is an affiliated tow with authorisation to tow the vehicle- Where possible, obtain a statement from the tow truck driver regarding their observations upon their arrival at the accident scene.

Customer Service 

• Provide a quality service to customers while identifying opportunities to support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Provide assistance and reassure the customer regarding the process
• Ensure that the customer is stable and if not arrange the necessary medical attention for the customer.

Administration 

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Capture all relevant information on the required system.
• Capture any irregularities regarding the information provided.
• Request the customer to take photos of their vehicle and of the Third Party vehicle if there is one involved.
• Make decisions according to established criteria to determine the state of the vehicle and the next steps.
• Once all information noted and captured, confirm with the customer whether they have arranged for transportation from the accident scene, in the event that they are not injured and transported by the ambulance.

Data Management 

• Use data management systems to access specific information as and when required.

Document Management 

Create, organise and maintain files containing the correspondence relating to accident scenes and matters.

General Education 

• Matric / Grade 12/ SAQA Accredited (Essential).

General Experience 

• 2-3 years Customer Service experience (Essential); 2 years Vehicle Claims experience (Advantageous); Proficient in the Claims discipline.