Customer Experience & Operations Audit Specialist (1st Shift)
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R25,900 – R37,000 ZAR. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Customer Experience & Operations Audit Specialist
Location:Remote (South Africa or Latin America preferred; Philippines optional)Type:Full-TimeReports To:Operations / Customer Experience Manager
Hiring for 1st shift1st shift: 8am - 5pm CST
Role Overview
We are hiring aCustomer Experience & Operations Audit Specialistto support a fast-growing U.S.-based towing company by combiningcustomer-facing communicationwithback-end operational auditing and revenue assurance.
This is a hybrid role where you will:
* Speak directly with customers post-service to ensure satisfaction and protect survey outcomes
* Audit service records and billing to ensure the company is properly compensated
This role directly impactscustomer satisfaction, brand reputation, and revenue performance.
Success requires someone who is both:
* Excellent on the phone (clear, confident, empathetic)
* Highly detail-oriented and process-driven
Key Responsibilities
1. Customer Callback & Experience Management
* Conduct outbound calls to customers after completed service jobs
* Confirm service quality and overall satisfaction
* Handle complaints or negative experiences in real-time
* De-escalate issues and create a positive final impression
* Represent the company with professionalism, empathy, and clarity
2. Survey Optimization & Retention
* Encourage customers to complete surveys (AAA or similar)
* Guide conversations toward positive feedback and high ratings
* Recover potentially negative experiences before surveys are submitted
* Protect company performance scores tied to customer feedback
3. Call Auditing & Quality Control
* Review recorded calls and dispatch logs for accuracy
* Ensure proper handling of service requests and customer interactions
* Identify gaps in call handling, communication, or execution
* Maintain logs of findings and escalate issues as needed
4. Revenue Assurance & Billing Audits
* Review call sheets and service records for accuracy and completeness
* Ensure all services performed are properly documented and billed
* Identify missed billable items such as:Mileage overagesWinchingSpecial recovery services
* Mileage overages
* Winching
* Special recovery services
* Flag discrepancies between services performed and payments received
* Support internal teams in recovering lost or underbilled revenue
5. Systems & Documentation
* Work within internal tools such as:Dispatch and towing softwareAAA systems (SFS, Showbook, Swoop – if applicable)
* Dispatch and towing software
* AAA systems (SFS, Showbook, Swoop – if applicable)
* Maintain organized audit records and call logs
* Follow SOPs for:Call auditingBilling validationDiscrepancy tracking
* Call auditing
* Billing validation
* Discrepancy tracking
6. Continuous Improvement
* Identify patterns in customer complaints or service failures
* Highlight recurring revenue leakage or billing issues
* Provide feedback to improve internal processes and documentation
Critical Requirements (Non-Negotiable)
* Strong, clear English with minimal accent(customer-facing U.S. calls)
* Confident and natural phone presence (not overly scripted or robotic)
* Ability to balancecustomer empathywithoperational precision
Required Skills & Experience
* 2+ years in customer service, call center, QA, or operations roles
* Experience handling outbound calls or voice-based customer interactions
* Strong attention to detail and ability to identify discrepancies
* Comfortable working with systems, logs, and structured processes
* Strong emotional intelligence and conflict resolution skills
Nice-to-Have
* Experience in towing, logistics, or roadside assistance
* Familiarity with AAA systems or dispatch platforms
* Background in auditing, billing, or revenue operations
* Experience in survey-driven environments (CSAT, NPS, etc.)
What Success Looks Like
* High customer satisfaction and improved survey scores
* Strong call completion and follow-up consistency
* Identification and recovery of missed revenue opportunities
* Accurate, organized, and reliable audit reporting
* Ability to turn negative customer experiences into positive outcomes
Who This Role Is Perfect For
* Strong communicators who are confident on the phone
* Detail-oriented operators who enjoy auditing and problem-solving
* Individuals who can switch betweenpeople-facing and analytical work
* Professionals who take ownership of bothcustomer experience and outcomes
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
At R25,900/month, this role is on par with the average South African remote salary. The USD equivalent ($1,400/mo) benefits from the favourable exchange rate.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 685 open positions on Hirezar. View all Somewhere jobs →