Location: PDC
SPECIFICATIONS:
- Manage high volumes of incoming and outgoing calls, WhatsApp messages, and emails.
- Build and maintain sustainable relationships and trust with customers through clear, empathetic, and effective communication.
- Provide appropriate solutions and alternatives within set time limits (complaints: 48 hrs, breakdowns: 24 hrs).
- Proactively follow up on unresolved breakdowns and complaints to ensure closure.
- Log, assess, and escalate complex complaints and queries to the Manager when necessary.
- Log and dispatch breakdowns to relevant dealers and track resolution progress.
- Proactively engage with dealers to resolve VOR (Vehicle Off Road) cases within 48 hours.
- Maintain accurate records of VOR cases and submit reports daily before 06:30 AM.
- Take, type, and distribute meeting minutes for management approval within the same day.
- Follow up, Update and distribute VOR packs daily before 7:00 AM.
- Submit weekly reports on VOR and breakdown data to supervisor [management.
- Maintain records of customer interactions, including complaints, inquiries, and resolutions.
- Provide weekly reports to management on complaints, breakdowns, and dealer compliance.
- Submit agent-related documents (e.g., antecedence/clock-in reports, leave updates, etc.) timely.
- Monitor and support team compliance with procedures and SLAs.
- Train and guide team members on complaint handling, breakdown dispatching, and CRM policies.
- Support management with tasks including shift scheduling, dealer engagement, and system data.
- Assist with administrative duties and special projects as assigned.
- Prepare training material and coordinate logistics for training sessions.
- Distribute monthly shift schedules by the 20th of each month to Call centre staff supplied by the team leader.
- Ensure CRM supervisor schedules align with aftersales commitments.
- Update breakdown information weekly and submit to Supervisor/Manager for month-end reporting.
- Update complaint information weekly and submit to Supervisor/Manager for month-end reporting.
- Update non-compliance information weekly and submit to Supervisor/Manager for month-end reporting.
- Update VOR compliance information weekly and submit to Supervisor/Manager for month-end reporting.
- Assist with lawful tasks assigned by supervisors or senior management.
REQUIREMENTS:
- Matric
- Minimum 2 years experiences in similar role
- Code 8 licence
- Technical background in the motor industry will be an advantage
