Voice - ARS (Sunshine)

Process Requirements – ARS (Sunshine) | US Process

Shift Timings

• 24×7 Rotational Shifts

• Rotational Split Week-offs

Process Type

• 100% Voice Process – US Roadside Assistance

Key Responsibilities

• Handle inbound and outbound customer calls for US Roadside Assistance.

• Provide timely and accurate support to customers facing vehicle breakdowns or emergencies.

• Communicate clearly and professionally with US customers to understand issues and offer appropriate solutions.

• Coordinate with service providers and internal teams to ensure quick resolution.

• Document call details and service requests accurately in the system.

• Adhere to defined SLAs, quality standards, and compliance guidelines.

• Maintain high levels of customer satisfaction through effective call handling.

• Escalate unresolved issues as per defined escalation matrix.