Careers

A Top Employer is a company that has been officially certified by the Top Employers Institute for excellence in its human resources practices and employee conditions.

Being certified as a Top Employer is a mark of prestige and signals to current and prospective employees that the organization values its workforce and invests in creating a positive, inclusive, and growth-oriented workplace.

Job Summary

The Call Taker role is all about being the first point of contact for people who need help, especially in emergencies. As a Call Taker, you answer calls from AA members or customers, gather important information about their situation and make sure they get the right assistance as quickly as possible. The job requires good listening skills, attention to detail and the ability to stay calm under pressure. You also need to follow procedures, update records accurately and provide excellent customer service at all times.

Job Description

• Swiftly and accurately capture information received from members/customers requiring emergency assistance.
• Follow up on open and closed cases within specified timeframes to ensure customers remain informed.
• Deliver exceptional customer service and consistently meet or exceed service expectations.
• Adhere to standard operating procedures, scripts and process flows to ensure prompt assistance.
• Maintain an effective and efficient service standard while working under pressure.
• Perform any additional tasks as assigned by ECC Management.
• Strong understanding of customer service practices and principles.
• Basic knowledge of vehicle makes models and general operation.
• Good geographical knowledge of South Africa and neighbouring countries.
• Working knowledge of CRM systems (e.g., Nova or similar contact centre platforms).
• General understanding of products and services available to AA members.
• Excellent telephone etiquette and a passion for delivering high service levels.
• Strong sense of urgency is essential.
• High accuracy and attention to detail when capturing customer information.
• Proficient in using CRM systems and MS Office.
• Strong interpersonal and communication skills with a customer‑centric mindset.
• Ability to multitask and work within industry‑related standards.
• Strong logical thinking and problem‑solving abilities.
• Professional conduct and reliability in a working environment.
• Commitment to integrity, service excellence and continuous improvement.

Education

• Grade 12 – ESSENTIAL.
• A call centre–related qualification would be advantageous.
• At least one year of experience in a contact centre environment.
• Experience in customer service or an emergency services environment would be advantageous.

Should you not hear from us within 14 days after the closing date, please consider your application unsuccessful. We thank you for your interest.