Customer Care Agent

3 days ago

Pretoria, South Africa Sea Shore Resort Full time

Main Purpose Of Job:

- Ensure compliance of 100 % by logging and confirming of all calls made to the client and recording of all communication with the client
- Communication is to be clear, concise and accurate at all times
- Explanation of the repair process must be provided to the client
- Ensure customers are updated continuously on the repair process of their vehicle.
- Communication with workshop on status of all vehicles allocated.
- Update the online system timeously with updates on all vehicles.
- Check all vehicles before released to client to confirm vehicle is clean and ready for collection.
- Prepare all the necessary paperwork for collection and ensure client completes necessary documents.
- Adhere to Group’s customer service policy, and ensure that service delivery is above the Group’s score of 95%.
- Customer satisfaction measurement - measured by Lightstone, respective insurer, group (may not be less than 90%)
- Action ticket on the same day as the ticket is loaded on the online system by contacting the client and confirming a process of resolution.
- Provide head office customer care department with detailed feedback within the stipulate timeframes.
- Ensure tickets are resolved within a maximum of 7 days.
- Attend to all escalations immediately.
- Ensure all calls are returned before close of business each day.
- Any serious escalations must be given to the operations director immediately after loading on the online system.

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