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Incident Co-Ordinators and Dispatchers

Incident Co-Ordinators and Dispatchers

Background Information	Incident Co-ordinators are the first point of contact for members and customers with the AA. Their primary role is to arrange emergency roadside assistance for members as promptly and efficiently as possible, working in conjunction with Dispatchers.
Job Objectives	� Swift and accurate collation, capture and distribution of information received from members requiring breakdown assistance � Adherance to standard operating procedures such as scripts and process flows so as to ensure that assistance is provided as quickly as possible � Self-management and measurement of individual performance as stipulated in PACE cards and other performance management and measurement tools � Maintaining effective and efficient services within a pressurised enviroment and under stressful circumstances
Job Specific Requirements	Job Knowledge � Basic understanding of the motor industry � Geographical knowledge of South Africa � Sound administrative knowledge Job Related Skills � Above average communication skills (speaking, listening, comprehension and interpretation) � Excellent interpersonal skills coupled with a calm and empathetic approach � The ability to work under pressure and under stressful circumstances � Good typing skills (minimum 45 wpm) � Time management skills and the ability to prioritise, organise and co-ordinate tasks in line with standard operating procedures � Accuracy and attention to detail Job Experience � A minimum of three years experience as either as incident co-ordinator (inbound and outbound) or dispatcher, ideally within an emergency call centre environment � Additional experience in customer services would be advantageous Education � Grade 12/Matric � A call centre-related qualification would be advantageous Other � Working shifts, weekends and public holidays � Own transport to and from work essential
Closing Date	30 July 2010
Apply	If you have assessed yourself against the job�s requirements and believe you are a suitable candidate for the position, please submit a detailed CV to Lara Connock by e-mail to lconnock@aasa.co.za or by fax to 011 799 1102 by close of business on Friday 30 July 2010.