Customer Liaison Officer (CLO)

SUMMARY:
Customer Liaison Officer (CLO) - Gauteng, Pretoria

POSITION INFO:

JOB PURPOSE

MINIMUM REQUIREMENTS

• Grade 12 / Matric

• Minimum 1 year experience in customer service or client relations
• Automotive industry experience will be an advantage

KNOWLEDGE & SKILLS

• Customer service principles and best practices
• CSI (Customer Satisfaction Index) processes and improvement methods
• Understanding of automotive industry operations (advantageous)
• MS Office (especially Excel)
• CRM systems
• Strong communication and active listening skills
• Query and complaint management
• Data and document management
• Problem-solving and conflict resolution
• Relationship management

KEY COMPETENCIES

• Customer-focused mindset
• Strong attention to detail
• Ability to work under pressure
• Organised and efficient
• Results and solutions driven
• Strong verbal and written communication
• Integrity and professionalism
• Continuous improvement mindset
• Collaborative team player
• Persuasive and influential communication style

KEY RESPONSIBILITIES

• 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

• 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

• 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

• 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

• Communicate professionally with internal teams and customers
• Build and maintain positive customer relationships

Working Conditions

• Standard business hours with occasional overtime based on operational requirements
• Office-based role within a dealership environment