Hybrid Auto Customer Experience Lead

Placements24; Noord-Kaap; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Employee discounts on vehicles and/or

Training and development opportunities

Performance bonuses

Job summary

Placements24 is seeking a Customer Relations Officer for our Kimberley, Northern Cape dealership. The role blends on-site and remote administrative tasks to manage customer feedback and post-sale issues across departments.

You will maintain CRM records, resolve inquiries, and implement strategies to boost satisfaction and loyalty while upholding company standards and delivering a positive customer experience.

Qualifications

• Proven experience in customer service or customer relations.
• Experience in automotive industry is advantageous.
• Excellent communication, negotiation, and conflict resolution skills.
• Empathy and a genuine desire to help customers.
• Proficiency with CRM software and standard office applications.

Responsibilities

• Manage and respond to customer inquiries, feedback, and complaints promptly.
• Investigate issues and collaborate with Sales, Service, and Finance to resolve.
• Maintain accurate records of interactions and resolutions in the CRM.
• Develop strategies to improve satisfaction and retention.
• Follow up with customers to confirm issue resolution.
• Analyze feedback data to identify trends and improvement areas.
• Manage dealership online reputation, responses to reviews and comments.
• Ensure adherence to policies and customer service standards.
• Build strong relationships to foster loyalty and positive word-of-mouth.

Skills

Customer service

Customer relations

Communication

Negotiation

Conflict resolution

Education

N/A

Tools

CRM software

Job description

Placements24 is seeking a Customer Relations Officer for our Kimberley, Northern Cape dealership. The role blends on-site and remote administrative tasks to manage customer feedback and post-sale issues across departments.

You will maintain CRM records, resolve inquiries, and implement strategies to boost satisfaction and loyalty while upholding company standards and delivering a positive customer experience.