Client Liaison Consultant: Customer Service

3 weeks ago

Rosslyn, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:Automotive Sector**Job category**:Client Services**Location**:Rosslyn**Contract**:Fixed Term Contract**EE position**:Yes**About our company**:
**Introduction**:
**Job description**:
**Primary Responsibilities**:
***
- 1. To handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
- 2. To remain abreast of the latest Nissan/Datsun & Infiniti products, launches, campaigns, etc. at all times.
- 3. To assist with all customer complaints and queries received.
- 4. To maintain a high level of telephone etiquette at all times.
- 5. To live log all customer care cases on the relevant Nissan software program.
- 6. To ensure a high standard of detailed information regarding customer care complaints and queries received.
- 8. To follow up with customers and all other involved parties timeously.
- 9. To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand ensuring resolution.
- 10.To liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
- 11.To update Manager daily on escalated cases that are on Senior Management level.
- 12.To provide timeous feedback to customers.
- 13.To ensure the timeous resolution of customer care complaints and query management.
- 14.To liaise/mediate between Nissan Dealers and Nissan SA on behalf of customers, when required.
- 15.To reach a quality rating of 90% for case management and 90% for call quality, as per the SLA.
- 16.To ensure that not more than 3% of calls are abandoned, as per the SLA.
- 17.To reach a productivity level of at least 95%.
- 18.To plan and prioritize tasks on hand.
- 19.To adhere to all Company and client policies, procedures and processes.
- 20.To provide an outsourcing service to the client (Nissan, Datsun & Infiniti SA).
- 21.To assist with any ad-hoc duties as requested by your Supervisor or Manager.
- 22.To assist your Team members with setting up goals and targets in order to push them to reach their full capabilities.

**Minimum requirements**:
**Skills and Knowledge**:

- Matric with at 3 years’ experience in in a customer care contact centre in the Motor industry
- Experience in a CRM role is compulsory
- Proficiency in MS Office & Outlook
- Desire for Customer satisfaction
- Strong verbal and written communication skills
- Strong judgment ability
- Attention to details
- Ability to work independently and in a highly pressurised environment

**Competencies**:

- Extensive knowledge and understanding of the Motor Industry
- High level of knowledge relating to Product and Processes within the Organisation.
- High level of telephone etiquette both English and Afrikaans.
- Highly developed interpersonal skills.
- Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility and the insight into the uniqueness of all individuals.
- Consistency and perseverance.
- The ability to engage in accelerated learning integrity.
- High level of facilitation skills.
- Ability to function at various levels within the business.
- Excellent communication, listening and writing skills.
- Attention to detail.
- Assertiveness and negotiation skills.
- Leadership qualities and skills.
- Computer literacy and a high typing speed.
- The desire for customer satisfaction.
- The ability to multi-task.
- The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
- The ability to operate independently as well as in a team.
- To be self-driven and motivated and to demonstrate initiative and a high energy level.
- 20.The ability to work flexible hours and to act within short notice periods

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