Customer Care Administrator/ Agent

Key Responsibilities

Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)

• Conduct customer follow-up calls after services, repairs, and vehicle deliveries.
• Contact sales customers within one month of vehicle usage to gather feedback.
• Record and maintain accurate Customer Satisfaction Index (CSI) results.
• Send out quarterly customer satisfaction surveys.
• Collect and capture daily Net Promoter Score (NPS) feedback.
• Identify, record, and monitor customer complaints or low satisfaction ratings.
• Escalate Demoter and Passive NPS feedback, as well as unresolved concerns, to the CCSA.
• Ensure all customer interactions and feedback are accurately updated on the CRM system.
• Follow up on pending customer queries and service-related concerns.
• Contribute to ongoing initiatives focused on improving customer experience and service delivery.

Complaint Management & Escalation

• Accurately log all customer complaints daily on the CRM system.
• Liaise with customers regarding complaint progress and resolution.
• Escalate unresolved or high-priority complaints to the CCSA and Department Manager.
• Maintain complaint tracking records per department and dealer.
• Compile and submit weekly complaint status reports to management.

Vehicle Operations & Regional Follow-Up

• Track Vehicle Off Road (VOR) feedback and follow up on outstanding matters after meetings.
• Take detailed meeting minutes and distribute them timeously to management.
• Issue the daily regional VOR list and update follow-up actions on the shared drive for the regional team.
• Record daily complaints by dealer and department.
• Monitor and capture daily dealer non-compliance issues.
• Maintain daily records of dealer breakdowns.

Customer Feedback & CSI/NPS Monitoring

• Capture CSI feedback and escalate low ratings or complaints to the CCSA when required.
• Record daily NPS feedback and escalate Demoter and Passive responses for further investigation and follow-up.

Administrative & Financial Support

• Prepare and distribute meeting minutes to management.
• Capture departmental expenses and submit invoices to the Accounts Department before the 15th of each month.
• Maintain organised filing systems and accurate records.
• Follow up on loan vehicles to ensure timely returns and escalate cases exceeding usage limits to the CCSA and Department Manager.

Additional Duties

• Provide administrative and operational support to the CCSA and Department Manager when required.
• Carry out any additional lawful duties assigned by the Department Manager.

Minimum Requirements

• Matric certificate.
• Valid Code 8 driver’s licence.
• Experience within the transport, automotive, or fleet support environment.
• Own reliable transport.
• Willingness to work weekends, night shifts (as per roster), and public holidays when required.
• Strong organisational, planning, and multitasking abilities.
• Practical understanding of administrative and reporting processes.
• Proven ability to manage high call volumes and work effectively in a high-pressure environment.
• Strong customer service orientation with empathy and emotional maturity.
• Proficient in CRM systems, spreadsheets, and document management tools.