4 X REMOTE CUSTOMER EXPERIENCE LEADERS R23000.00 + INCENTIVES THIS POSITION IS FOR CANDIDATES W[...]

Company People Motor Industry Recruitment Specialists; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment firm is seeking Customer Experience Leaders to deliver exceptional service across auto repair stores in Johannesburg. The role focuses on effective communication, customer satisfaction measurement, and managing reviews. Candidates should demonstrate strong service skills and the ability to analyze customer feedback with a commitment to continuous improvement. This is a remote position with required Saturday hours.

Qualifications

• Proven ability to deliver excellent customer service in a fast-paced environment.
• Strong communication skills for managing customer interactions.
• Experience in performance metrics analysis and reporting.

Responsibilities

• Ensure proactive customer communication and follow-ups.
• Manage customer satisfaction and feedback collection.
• Collaborate with supervisors for performance improvement.

Skills

Customer service expertise

Effective communication

Feedback analysis

Reputation management

Job description

4 X REMOTE CUSTOMER EXPERIENCE LEADERS

Position Summary

The Customer Experience Leader is responsible for delivering a 5‑star hospitality‑grade experience across 23 auto repair stores. Acting as the "voice and ears of the customer," this role ensures proactive communication, follow‑ups, and reputation management. Success is measured by customer satisfaction scores, return rates, and Google reviews.

Work Schedule

This position tracks Chicago store hours of 8:00 a.m. to 6:00 p.m. Central Time, which corresponds to 3:00 p.m. to 1:00 a.m. South Africa Standard Time. Saturday hours are required.

Key Responsibilities

• Conduct two daily calls with managers to confirm the status of every car.
• Provide customers with updates after each service (text or phone call).
• Place follow‑up calls within 24 hours of car delivery to confirm satisfaction and gather feedback.
• Ask every customer: "On a scale of 15, how likely are you to use us again?"
• Probe details, log insights into ChatGPT, and copy every Google review into ChatGPT under that store's Customer Reviews Thread.
• Request an analysis of strengths/weaknesses and forward the analysis to the Change Agent.
• Respond to Google reviews, both positive and negative, with professionalism.
• Monitor and clear all voicemails daily, ensuring customer needs are addressed.
• Call back customers who declined recommended services with follow‑up offers.
• Collaborate with the Customer Experience Supervisor and Assistant Supervisor for training and performance improvement.
• Support the Change Agent in gathering and analyzing customer insights for Performance Paths.

Key Metrics

• Customer satisfaction score: 4.6/5.
• 70% of reviews rated 4‑5 stars.
• Customer return rate: 65 %
• New customer conversion rate: 35 %
• 100 % voicemail clearance daily.
• One customer update every 4 hours the vehicle is in the shop.

Reporting Line

• Reports to the Customer Experience Supervisor and Assistant Supervisor.
• Works closely with the Change Agent, who synthesizes insights and oversees performance adjustments.