Customer Care Administrator/ Agent (Parts Distribution Centre)

SUMMARY:

Customer Care Administrator / Agent
Isando
Automotive Industry (Mandatory)

Job Summary

POSITION INFO:

Key Responsibilities

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

• Conduct follow-up calls with customers after services, repairs, or vehicle sales.
• Follow up with sales customers within one month of truck usage.
• Capture and record Customer Satisfaction Index (CSI) scores.
• Distribute quarterly customer satisfaction questionnaires.
• Collect daily Net Promoter Score (NPS) feedback.
• Identify, log, and escalate complaints or low satisfaction scores.
• Escalate Demoters and Passive NPS feedback to the Customer Care department.
• Ensure accurate and timely capturing of customer information and feedback.
• Follow up on outstanding customer queries and concerns.
• Support continuous improvement initiatives to enhance customer satisfaction and service quality.

Complaint Management & Escalation

• Capture all customer complaints accurately in the CRM system on a daily basis.
• Communicate and follow up with customers to ensure timely complaint resolution.
• Escalate unresolved or critical complaints to management.
• Maintain complaint logs by department and dealer for reporting purposes.
• Prepare and submit weekly complaint summary reports.

Vehicle Operations & Regional Follow-Up

• Monitor Vehicle Off Road (VOR) feedback and follow up on outstanding items.
• Capture and distribute meeting minutes promptly after meetings.
• Send daily regional VOR lists and update follow-up actions on the shared drive.
• Capture daily complaints per dealer and department.
• Record daily dealer non-compliance incidents.
• Capture daily dealer breakdown reports.

Customer Feedback & CSI/NPS Tracking

• Capture CSI data and escalate low scores or complaints where required.
• Capture and monitor daily NPS feedback.
• Escalate Demoters and Passive scores for further investigation and resolution.

Administrative & Financial Support

• Type and distribute meeting minutes to management.
• Log departmental expenses and submit invoices to accounts before monthly deadlines.
• Maintain accurate filing systems and record keeping.
• Follow up on loaned vehicles to ensure timely returns and escalate overdue cases where necessary.

Additional Duties

• Provide administrative and operational support to the Customer Care and Aftersales departments.
• Perform any other lawful and reasonable duties assigned by management.

Minimum Requirements

• Matric / Grade 12.
• Valid Code 8 driver’s licence.
• Experience within the transport, automotive, or fleet support industry.
• Own reliable transport.
• Willingness to work weekends, night shifts, and public holidays when required.
• Strong organizational, multitasking, and time-management skills.
• Practical understanding of administrative processes.
• Proven ability to handle high call volumes and work under pressure.
• Strong customer service orientation with empathy and emotional resilience.
• Proficiency in CRM systems, spreadsheets, and document management systems.
• Strong communication and interpersonal skills.
• High attention to detail and accuracy.