Johannesburg: Customer Care Administrator/ Agent posted by Staff Solutions

• Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)
• Conduct follow-up calls with customers after service, repairs, or vehicle sale
• 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 and log complaints or low satisfaction scores
• Escalate issues, including Demoters and Passives, to the CCSA
• Ensure accurate and timely data capturing in the system
• Follow up on outstanding queries or customer concerns
• Support continuous improvement of customer satisfaction and overall service quality

Complaint Management & Escalation:

• Capture all customer complaints accurately on a daily basis in ‘the CRM system.
• Follow up and communicate with customers to ensure timely resolution of complaints.
• Escalate unresolved or critical complaints to the CCSA and Department Manager.
• Log complaints by department and dealer for reporting purposes.
• Provide weekly complaint summary reports to the manager.

Vehicle Operations & Regional Follow-Up:

• Monitor Vehicle Off Road (VOR) feedback and follow up on pending items after meetings.
• Capture meeting notes during meetings and distribute them promptly to the manager.
• Send the Regional VOR list daily and update follow-ups on the shared Drive for the regional team.
• Capture of daily Complaint per dealer and per department.
• Capture daily of non-compliance per dealer
• Captures of daily Dealer Breakdowns per dealer.

Customer Feedback & CSI/NPS Tracking:

• Capture Customer Satisfaction Index (CSI) data and log lower scores or complaints, escalating them to the CCSA as needed.
• Capture daily Net Promoter Score (NPS) feedback.
• Escalate Demoters and passive NPS scores as complaints for CCSA to obtain details.

Administrative & Financial Support:

• Type up and distribute all meeting notes to the manager.
• Log departmental expenses and submit invoices to the accounts department for payment before the 15th of each month.
• Maintain accurate filing and record-keeping
• Follow up on loaned trucks to ensure timely returns; escalate cases to CCSA and Department Manager if usage limits are exceeded.

Additional Duties:

• Assist the CCSA and Department Manager as required.
• Perform any other lawful duties assigned by the Department Manager.

Minimum Requirements:

• Matric
• Code 8 licence
• Experience within the transport, automotive, or fleet support industry
• Own and reliable transport
• Team Player & flexibility to work over weekends, night shift per roster and public holidays when needed.
• Strong organizational, time-management, and multitasking skills.
• Practical understanding of how administration works.

• Proven track record of handling calls volumes and working under pressure
• Customer services excellence with empathy and emotional resilience
• Proficiency with CRM systems, spreadsheets, and document management