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

Pretoria - South Africa

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Reports to: Regional Escalations Manager
Remuneration: R16500.00 R19000.00 Basic Provident Fund Funeral Cover Life Insurance

Purpose Of The Job:

Our client one of South Africas leading vehicle buying services specializing in purchasing and selling used cars bakkies bikes and caravans is looking for an experienced Client Care Advisor to join their team. The Client Care Advisor is responsible for supporting and managing incoming customer concerns calls
outbound calls and emails as assigned. The role involves thoroughly investigating customer concerns
escalating matters for decisions when necessary and relaying outcomes to customers and third parties in a
timely manner. The Client Care Advisor ensures that concerns and complaints are driven to resolution while
consistently providing excellent service to enhance the customer experience with the company.

Key Responsibilities including but not limited to:

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
Messages must include the customers name surname contact number email address and reason for calling
Record all client interactions and case-related notes accurately and timeously in Nexus and 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
Asist 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
Always 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
Log in punctually at the start of your shift and follow the roster for designated tea and lunch breaks
Monitor and evaluate your own call quality regularly to identify opportunities for improvement
Maintain relevant job knowledge and skills through continuous self-training and professional development
Participate in all required training sessions and stay up to date with process changes product knowledge and system enhancements

Key Performance Area Schedule & Recurring Responsibilities:
Daily

Confirm attendance prioritise and plan the day
Handle day-to-day concerns
Manage WhatsApp groups and mailbox communications as needed
Proactively communicate focus areas or issues to the Team Leader

Weekly

One-on-one session with Team Leader to review performance and development
Understand cases assigned to you and identify trends / problems within your case load

Bi-Weekly

Participate in team meetings and training sessions to improve knowledge and skills

Monthly/Bi-Monthly

Participate in team QA sessions for emails and calls and provide feedback for improvement
Support updates to SOPs and process improvements as required

Requirements:

Matric
Computer Literate
Multilingual
Contact centre experience (Preferable)
Mechanical background or strong vehicle knowledge (Required)
Ideal for a Service Advisor looking to transition from an automotive workshop environment OR someone in a similar Customer Service role

Interview Process:

Candidates will be required to complete a one-way video interview

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 2 weeks from advertising.

Required Experience:

Unclear Seniority

Reports to: Regional Escalations ManagerRemuneration: R16500.00 R19000.00 Basic Provident Fund Funeral Cover Life InsurancePurpose Of The Job:Our client one of South Africas leading vehicle buying services specializing in purchasing and selling used cars bakkies bikes and caravans is looking for...