Pretoria: Automotive Contact Centre Client Care Advisor Vacancy x2 Pretoria or Johannesburg South

About the Role

We are seeking highly skilled and experienced Client Care Advisors to join our team in Pretoria or Johannesburg, South Africa. As a Client Care Advisor, you will be responsible for providing exceptional customer service to our clients, handling incoming phone calls, and resolving concerns in a timely and effective manner.

Key Responsibilities

• Handle all incoming phone calls, general enquiries, information collection, investigation and escalation of concerns assigned to you
• Take full ownership of customer requests and concerns, ensuring effective and timely resolution
• Continuously follow up on existing queries or concerns until they are fully resolved
• Attend to all incoming call transfers relevant to assigned concerns; no unattended transfers are permitted
• If a call transfer is unsuccessful, take a detailed message and forward it via email or WhatsApp to the relevant person
• Record all client interactions and case-related notes accurately and timeously in Nexus
• Escalate concerns/complaints correctly in line with the delegation of authority
• Make outbound calls to existing customers to provide updates and feedback on queries or concerns lodged
• Actively manage the ageing of concerns/complaints daily in line with the Standard Operating Procedure
• Assist with admin orders on request
• Demonstrate effective communication skills, showing active listening, engagement, and understanding with customers
• Remain calm, professional, and solution-focused during stressful or high-pressure customer interactions
• Maintain a professional working environment, ensuring minimal background noise and avoiding unnecessary disruptions
• Build and maintain effective relationships with customers, branches, and colleagues to improve service quality and feedback
• Share best practices and lessons learned with the team to promote continuous improvement and collaboration
• Adhere to all company policies, procedures, and quality standards
• Assist in meeting departmental targets related to concern resolution and turnaround times

Requirements

• Matric
• Computer Literate
• Multilingual
• Contact centre experience (Preferable)
• Mechanical background or strong vehicle knowledge (Required)

Qualifications

• None mentioned

Salary & Benefits

• Salary details not specified in the original job description.

Note: The salary and benefits section was not included as it was not present in the original job description.