Customer Relations Officer

Our well known automotive dealer client based in Pretoria currently holds a vacancy for an experienced CRO.

Purpose of the role:
The Customer Relations Officer is the face of the Brand and Company’s Approved Centre.
To facilitate effective communication and feedback to insurance companies, customers, internal Brand
companies and dealerships. Building rapport across the organisation and with insurance companies,
customers and suppliers to ensure sound work relationships to meet clients’ needs.
The Customer Relations Officer plays an integral role in bridging the expectations of the customer between
suppliers and the production environment by managing customer expectations accordingly.

Key deliverables and outputs:
o Manage customer bookings within production capacity planning parameters
o All customer details and information updated and maintained as per CPA and POPIA requirements
o Timeous planning of parts ordering and receipt of parts to coincide with production planning and
vehicle bookings to meet agreed job completion deadlines
o Arrange tow-ins as per insurance requests by utilising Company’s approved tow suppliers cost effectively
o Opening of job cards for all jobs prior to repairs commencing on the vehicles
o Manage customer complaints on the various insurance company portals (CSI Reports) for
resolution
o Customer satisfaction follow up calls made within the agree time parameters
o Courtesy vehicles managed, and requests appropriately processed and controlled
o Booking of technical training for all productive staff be it within the Brand
o Ad-hoc tasks as required from time to time.

Level of Decision-Making
Academic qualifications:
o Code 08 drivers’ license
o Matric

Work experience:
o Experience in the Motor Industry
o Experience in conflict and customer
management
o Panel shop experience will be beneficial

Knowledge and Skills:
o Computer literate
o Ability to build relationships both
internally and with external customers
o Conflict management
o Proficiency in both spoken and written
English
o Excellent excel, word and outlook
o TMS and Autoline experience

Behavioural Attributes:
o Good communication skills
o Friendly, outgoing personality
o Ability to take initiative
o Ability to work under pressure
o Service Orientation
o Customer Orientation
o Professional appearance
o Willingness to work flexi hours and
overtime
o Good team player

Level of Decision-Making
Decision making takes operational trends and
business plans into account and generates multiple
possibilities that involve trade-offs and juggling of
multiple variables.

Level of Problem Solving
Problem solving requires specialist and/or highly
technical ideas/concepts.