Bryanston: Automotive Customer Care – OEM Level – Gauteng, Bryanston

Key Responsibilities: Customer Enquiry & Complaint Handling Receive, log, and manage customer enquiries, concerns, and complaints across multiple communication channels Assess case severity and determine appropriate resolution pathways Provide clear, professional communication to customers throughout the case lifecycle Ensure all interactions reflect OEM brand values and customer service standards Dealer Liaison & Escalation Management Liaise with dealership service, sales, and management teams to investigate and resolve customer cases Manage escalated complaints involving complex service, warranty, or customer experience issues Monitor dealer response times and quality of feedback Support dealers in achieving fair, compliant, and customer-focused resolutions Case Management & Documentation Maintain accurate and up-to-date records on customer case management systems Ensure all cases are documented in line with audit, compliance, and reporting requirements Track case progress, follow-ups, and closure confirmations Customer Experience Monitoring & Reporting Monitor Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and customer feedback trends Identify recurring customer issues and improvement opportunities Prepare reports and insights for Customer Experience, Aftersales, and OEM management teams Compliance & Brand Protection Ensure all customer interactions and resolutions comply with the Consumer Protection Act (CPA) and OEM policies Escalate legal or reputational risk cases appropriately Support the development and enforcement of customer care policies and procedures Qualifications & Experience: Diploma in Customer Service, Communications, or a related field Minimum 3 years experience in a customer care, call centre, or customer experience role Automotive OEM experience Strong working knowledge of complaint handling and escalation management Motor Industry experience ESSENTIAL Key Skills & Competencies: Excellent verbal and written communication skills Strong conflict resolution and problem-solving ability High emotional intelligence and customer-centric mindset Ability to manage multiple cases simultaneously in a deadline-driven environment Strong attention to detail and documentation accuracy Proficiency in CRM and case management systems Key Performance Indicators (KPIs): CSI / NPS performance Case resolution turnaround time Complaint closure rate within SLA Reduction in repeat or recurring complaints Compliance with CPA and OEM standards Please note only candidates with the required experience will be contacted and considered. If you are not contacted within 14 days from application, kindly consider your application as unsuccessful. Applications will only be considered from candidates who meet the specified criteria as per the job spec. If you do not meet the requirements, Select Motor Recruitment reserves the right not to respond to your application. Applications should be submitted no later than Wednesday 28 January 2026.