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

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

Job summary

A recruitment agency in Johannesburg seeks 4 Customer Experience Leaders for remote positions. Candidates should have service advising experience and be able to communicate effectively with customers, particularly in a US context. Responsibilities include ensuring customer satisfaction through proactive communication and feedback management. This role offers a competitive salary plus incentives.

Qualifications

• Experience in service advising or a related role.
• Must be fluent in English with a clear accent.
• Ability to manage customer interactions professionally.

Responsibilities

• Conduct daily calls with managers to confirm car status.
• Provide customer updates and follow up on feedback.
• Monitor and respond to customer reviews.

Skills

Customer service excellence

Effective communication

Feedback analysis

Job description

Overview

4 X REMOTE CUSTOMER EXPERIENCE LEADERS R23000.00 + INCENTIVES THIS POSITION IS FOR CANDIDATES WITH SERVICE ADVISING EXPERIENCE, PREFERABLY FEMALE, BUT MY CLIENT WILL LOOK AT A GOOD MALE -

PLEASE NOTE THAT AS THE WORKSHOPS ARE BASED IN THE US, YOU MUST BE VERY WELL SPOKEN, AS THEY DON''T UNDERSTAND OUR SOUTH AFRICAN ACCENTS, AS WELL AS THE HOURS!

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 (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 1-5, how likely are you to use us again?"
• Probe 3s for details and log insights into ChatGPT.
• Copy every Google review into ChatGPT under that store's Customer Reviews Thread; request an analysis of strengths / weaknesses. Forward 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% reviews rated 4-5 stars.
• Customer return rate 65%.
• New customer conversion rate 35%.
• 100% voicemail clearance daily.
• 1 customer update every 4 hours while a vehicle is in 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.

The position is basically the same duties as a Service Advisor.