Customer Care Administrator/ Agent Gauteng

We are seeking a Customer Care Administrator/Agent to join our clients team. You will be responsible for providing exceptional customer service and support in the automotive sector. Based in Johannesburg, Gauteng

Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)

Conduct customer follow-up calls after services, repairs, and vehicle deliveries. Contact sales customers within one month of vehicle usage to gather feedback. Record and maintain accurate Customer Satisfaction Index (CSI) results. Send out quarterly customer satisfaction surveys. Collect and capture daily Net Promoter Score (NPS) feedback. Identify, record, and monitor customer complaints or low satisfaction ratings. Escalate Demoter and Passive NPS feedback, as well as unresolved concerns, to the CCSA. Ensure all customer interactions and feedback are accurately updated on the CRM system. Follow up on pending customer queries and service-related concerns. Contribute to ongoing initiatives focused on improving customer experience and service delivery.

Complaint Management & Escalation

Accurately log all customer complaints daily on the CRM system. Liaise with customers regarding complaint progress and resolution. Escalate unresolved or high-priority complaints to the CCSA and Department Manager. Maintain complaint tracking records per department and dealer. Compile and submit weekly complaint status reports to management.

Vehicle Operations & Regional Follow-Up

Track Vehicle Off Road (VOR) feedback and follow up on outstanding matters after meetings. Take detailed meeting minutes and distribute them timeously to management. Issue the daily regional VOR list and update follow-up actions on the shared drive for the regional team. Record daily complaints by dealer and department. Monitor and capture daily dealer non-compliance issues. Maintain daily records of dealer breakdowns.

Customer Feedback & CSI/NPS Monitoring

Capture CSI feedback and escalate low ratings or complaints to the CCSA when required. Record daily NPS feedback and escalate Demoter and Passive responses for further investigation and follow-up.

Administrative & Financial Support

Prepare and distribute meeting minutes to management. Capture departmental expenses and submit invoices to the Accounts Department before the 15th of each month. Maintain organised filing systems and accurate records. Follow up on loan vehicles to ensure timely returns and escalate cases exceeding usage limits to the CCSA and Department Manager.

Additional Duties

Provide administrative and operational support to the CCSA and Department Manager when required. Carry out any additional lawful duties assigned by the Department Manager.

Minimum Requirements

Matric certificate. Valid Code 8 driver’s licence. Experience within the transport, automotive, or fleet support environment. Own reliable transport. Willingness to work weekends, night shifts (as per roster), and public holidays when required. Strong organisational, planning, and multitasking abilities. Practical understanding of administrative and reporting processes. Proven ability to manage high call volumes and work effectively in a high-pressure environment. Strong customer service orientation with empathy and emotional maturity. Proficient in CRM systems, spreadsheets, and document management tools.