Automotive Contact Centre Client Care Advisor Vacancy x2 Pretoria or Johannesburg South

SUMMARY:
Reports to: Regional Escalations Manager
Remuneration: R16 500.00 – R19 000.00 Basic + Provident Fund + Funeral Cover + Life Insurance
 
Purpose Of The Job:
 
Our client one of South Africa’s leading vehicle buying services, specializing in purchasing and selling used cars, bakkies, bikes and caravans, is looking for an experienced Client Care Advisor to join their team. The Client Care Advisor is responsible for supporting and managing incoming customer concerns, calls,
outbound calls, and emails as assigned. The role involves thoroughly investigating customer concerns,
escalating matters for decisions when necessary, and relaying outcomes to customers and third parties in a
timely manner. The Client Care Advisor ensures that concerns and complaints are driven to resolution while
consistently providing excellent service to enhance the customer experience with the company.

POSITION INFO:
Key Responsibilities including but not limited to:

• Handle all incoming phone calls, general enquiries, information collection, investigation and escalation of concerns assigned to you
• Take full ownership of customer requests and concerns, ensuring effective and timely resolution
• Continuously follow up on existing queries or concerns until they are fully resolved
• Attend to all incoming call transfers relevant to assigned concerns; no unattended transfers are permitted
• If a call transfer is unsuccessful, take a detailed message and forward it via email or WhatsApp to the relevant person
• Messages must include the customer’s name, surname, contact number, email address, and reason for calling
• Record all client interactions and case-related notes accurately and timeously in Nexus and escalate concerns/complaints correctly in line with the delegation of authority
• Make outbound calls to existing customers to provide updates and feedback on queries or concerns lodged
• Actively manage the ageing of concerns/complaints daily in line with the Standard Operating Procedure
• Asist with admin orders on request
• Demonstrate effective communication skills, showing active listening, engagement, and understanding with customers
• Remain calm, professional, and solution-focused during stressful or high-pressure customer interactions
• Always maintain a professional working environment, ensuring minimal background noise and avoiding unnecessary disruptions
• Build and maintain effective relationships with customers, branches, and colleagues to improve service quality and feedback
• Share best practices and lessons learned with the team to promote continuous improvement and collaboration
• Adhere to all company policies, procedures, and quality standards
• Assist in meeting departmental targets related to concern resolution and turnaround times
• Log in punctually at the start of your shift and follow the roster for designated tea and lunch breaks
• Monitor and evaluate your own call quality regularly to identify opportunities for improvement
• Maintain relevant job knowledge and skills through continuous self-training and professional development
• Participate in all required training sessions and stay up to date with process changes, product knowledge, and system enhancements

• Confirm attendance, prioritise, and plan the day
• Handle day-to-day concerns
• Manage WhatsApp groups and mailbox communications as needed
• Proactively communicate focus areas or issues to the Team Leader

• One-on-one session with Team Leader to review performance and development
• Understand cases assigned to you and identify trends / problems within your case load

• Participate in team meetings and training sessions to improve knowledge and skills

• Participate in team QA sessions for emails and calls and provide feedback for improvement
• Support updates to SOPs and process improvements as required

• Matric
• Computer Literate
• Multilingual
• Contact centre experience (Preferable)
• Mechanical background or strong vehicle knowledge (Required)
• Ideal for a Service Advisor looking to transition from an automotive workshop environment OR someone in a similar Customer Service role

• Candidates will be required to complete a one-way video interview