Customer Relations Officer – Pretoria

3 days ago

Pretoria, Gauteng, South Africa Bonafide Human Capital Full time

Our well-known automotive dealer client based in Pretoria currently holds a vacancy for an experienced CRO. Must have Service Advisor/Panel Shop experience.

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 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:

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

Academic Qualifications:

Code 08 drivers' licenseMatric

Work Experience:

Experience in the Motor Industry.Experience in conflict and customer management.Must have Panel shop experience.

Knowledge and Skills:

Computer literate.Ability to build relationships both internally and with external customers.Conflict management.Proficiency in both spoken and written English.Excellent Excel, Word, and Outlook skills.TMS and Autoline experience.

Behavioural Attributes:

Good communication skills.Friendly, outgoing personality.Ability to take initiative.Ability to work under pressure.Service Orientation.Customer Orientation.Professional appearance.Willingness to work flexi hours and overtime.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.

Also e-mail CVs to mervyn@bonafidehc.co.za

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