Education:
Grade 12 / Matric
Experience:
Minimum 1 year experience in customer service or client relations
Automotive industry experience will be an advantage
KEY RESPONSIBILITIES
Customer Relationship Management (Outbound)
Conduct outbound calls to customers following service or dealership interaction
Follow up on customer experiences and service satisfaction
Support CSI survey completion and encourage customer participation
Maintain accurate records of all customer interactions in CRM/OEM systems
Query & Complaint Handling
Receive and manage customer queries and complaints during outbound calls
Capture detailed information to support resolution processes
Escalate issues timeously to relevant management
Ensure all queries and complaints are tracked through to resolution
CSI Support
Achieve required CSI follow-up targets
Conduct structured follow-up calls according to schedules
Support initiatives aimed at improving customer satisfaction scores
Ensure accurate data capture for CSI reporting purposes
Administration
Maintain accurate and up-to-date customer records
File documentation according to company procedures
Provide reports and customer follow-up data to management
Ensure compliance with all internal policies and standards
Stakeholder Engagement
Communicate professionally with internal teams and customers
Build and maintain positive customer relationships