Customer Liaison Officer

SUMMARY:

POSITION INFO:
Our client is seeking a motivated and detail-oriented Customer Liaison Officer to join their team in Pretoria, Gauteng. In this role, you will be responsible for evaluating, processing, and resolving customer queries and complaints, while establishing and maintaining strong relationships to enhance Customer Satisfaction Index (CSI) ratings.

Key Responsibilities:

• Assist customers proactively, ensuring a positive experience with the dealership and all departments.
• Answer all customer calls promptly and professionally.
• Provide estimates and quotations according to company and manufacturer policies.
• Maintain strong relationships with internal departments and advise management on after-sales matters.
• Effectively communicate with customers to understand their requirements and resolve issues efficiently.
• Ensure the agreed CSI targets are met and monitor customer feedback.
• Implement an efficient inactive customer contact system for ongoing engagement.
• Maintain cleanliness, organization, and repair standards of customer-facing areas in compliance with manufacturer guidelines.
• Schedule and manage customer appointments and ensure timely communication of changes in service delivery.
• Handle all correspondence, file documents according to standards, and follow-up on customer inquiries.
• Collaborate with the manufacturer call centers and provide relevant information for queries or complaints.
• Monitor the quality of service and job performance, ensuring customer satisfaction at every touchpoint.
• Adhere to company policies, procedures, and working hours.

• Proven experience in customer relations, preferably in an automotive dealership or service environment.
• Strong communication skills and the ability to handle customer complaints and queries effectively.
• Proactive, organized, and detail-oriented approach to work.
• Ability to work efficiently within a team and independently.
• Excellent telephone etiquette and customer service skills.
• Knowledge of dealership systems and processes would be an advantage.