Our client, a well-established organisation operating within the commercial and truck industry, is seeking to employ an experienced Customer Care Administrator to join their team in Isando, Johannesburg.

The successful candidate will report to the Parts and Distribution Centre.

Requirements

• Matric / Grade 12
• Valid Code 8 Driver’s Licence
• Own reliable transport
• Experience within the transport, automotive, fleet support, or related industry
• Proven experience handling high call volumes and customer queries
• Strong administrative and organisational skills
• Practical understanding of customer service administration processes
• Proficiency in CRM systems, spreadsheets, and document management systems
• Excellent communication and interpersonal skills
• Strong time management and multitasking abilities
• Ability to work under pressure and meet deadlines
• Willingness to work weekends, public holidays, and night shift according to roster requirements
• Strong emotional resilience, empathy, and customer service orientation
• Ability to work independently and as part of a team

Responsibilities:

Customer Feedback and Sales Follow-Up

• Conduct customer follow-up calls after services, repairs, or vehicle sales
• Follow up with customers after truck usage and post-delivery periods
• Capture and maintain Customer Satisfaction Index (CSI) scores
• Collect and record daily Net Promoter Score (NPS) feedback
• Distribute quarterly customer satisfaction surveys and questionnaires
• Identify customer concerns, low satisfaction ratings, and complaints
• Escalate unresolved issues, Demoters, and Passives to management
• Ensure accurate and timeous data capturing within the CRM system
• Follow up on customer concerns and outstanding queries

Complaint Management and Escalation

• Capture all customer complaints accurately on a daily basis
• Track complaint resolution processes and communicate with customers regularly
• Escalate unresolved or critical complaints to the Customer Relations Supervisor and management
• Maintain complaint records by dealer and department for reporting purposes
• Compile and submit weekly complaint summary reports

Vehicle Operations and Regional Support

• Monitor Vehicle Off Road (VOR) feedback and pending action items
• Capture and distribute meeting notes and operational updates
• Send daily regional VOR reports and update shared tracking systems
• Capture daily dealer complaints, breakdowns, and non-compliance reports
• Maintain accurate operational and customer service records

Administrative and Financial Support

• Maintain accurate filing systems and record management processes
• Process departmental expenses and submit invoices for payment within deadlines
• Follow up on loan vehicle usage and escalate overdue returns or excessive usage
• Provide administrative and operational support to the Customer Relations Supervisor and Department Manager

Customer Service and Continuous Improvement

• Deliver exceptional customer service and professional communication at all times
• Build positive customer and stakeholder relationships
• Support continuous improvement initiatives to enhance customer satisfaction and service delivery
• Assist with additional administrative and operational duties as required

Only shortlisted candidates will be contacted. If you do not receive feedback within two weeks of applying, please consider your application unsuccessful.