Royal Brothers jobs - Roadside Assistance Backend Executive

Roadside Assistance Backend Executive Job Description

Position Overview:

We are seeking a highly organized and detail-oriented Roadside Assistance Backend Executive to play a pivotal role in ensuring the smooth operation of our Roadside Assistance (RSA) services. The ideal candidate will be responsible for efficiently managing breakdown cases, coordinating with customers, technicians, and third-party vendors, and ensuring timely resolution of vehicle breakdown issues. The Roadside Assistance Backend Executive will work closely with the on-ground supervisors, technicians, and vendors to facilitate the repair and recovery process, demonstrating exceptional communication skills, problem-solving abilities, and a strong commitment to customer satisfaction.

Key Responsibilities:

● Respond promptly to incoming breakdown cases from customers, assessing the severity of the issue and obtaining necessary information.

● Probe to identify the need of the customer based on vehicle situation.

● Prioritize and categorize breakdown cases as minor, moderate, or major issues, following established guidelines.

● Attempt on-call resolution for minor issues by guiding customers through basic troubleshooting checks and solutions.

● Collaborate with on-ground supervisors to escalate unresolved on-call cases or major breakdown issues requiring immediate attention.

● Coordinate with technicians and assign repair tasks based on location, severity, and availability of resources.

● Liaise with third-party vendors to arrange repair services in cases where the technicians are out of reach, ensuring seamless connectivity and effective communication.

● Keeping an accurate record of the process and analyzing Mechanic/Service providers performance.

● Arrange replacement vehicles for customers according to the exchange module or process refunds for customer expenses, adhering to company policies.

● Maintain an up-to-date record of breakdown cases, resolutions, technician assignments, and customer interactions in the backend system.

● Ensure that Just-In-Time (JIT) spares are provided to RSA technicians for on-site replacements, facilitating quicker issue resolution.

● Collaborate with the workshop team to arrange the transportation of vehicles to the central workshop for further assessment and repairs.

● Communicate effectively with customers, providing updates on the status of their breakdown cases and repair progress.

● Collaborate with the RSA ground team to identify process improvements and suggest enhancements to enhance the efficiency of the backend operations.

● Adhere to company policies, guidelines, and quality standards while ensuring exceptional customer service.

Qualifications and Requirements:

● Any Educational qualification
● Prior experience in a backend support role, customer service, or operations is preferred.
● Excellent communication skills, both written and verbal.
● Strong problem-solving and decision-making abilities.
● Proficient in using backend systems, customer relationship management (CRM) tools, and communication platforms.
● Exceptional organizational skills and attention to detail.
● Ability to multitask and manage priorities effectively in a fast-paced environment.
● Familiarity with automotive or roadside assistance services is a plus.
● Ability to remain composed under pressure and handle customer inquiries and concerns with empathy.
● Willingness to work flexible hours, including weekends and holidays, as per the rotational shift schedule.