Technical Customer Care Supervisor (Leasing) Isando

ZEDA Limited; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the automotive industry seeks a Supervisor: Technical Customer Care to oversee customer service and technical support operations. The successful candidate will manage a team to ensure effective vehicle maintenance and customer satisfaction, requiring a blend of experience in customer service and motor mechanics. Candidates must possess a relevant automotive qualification and a valid driver's license.

Qualifications

• 2-3 years' experience in Customer Service.
• 3-5 years' experience in Motor Mechanical environment.
• Experience in a Supervisor role is advantageous.

Responsibilities

• Supervise Technical and Customer Care agents to minimize risk and improve satisfaction.
• Engage with stakeholders and allocate workloads effectively.
• Compile data for monthly maintenance spend reports.

Skills

Customer Service

Technical Support

Supervision

Education

NQF Level 5 Qualification in Automotive and Repair (Trade Test)

Valid Driver's License

Job description

Core purpose of the role

The Supervisor: Technical Customer Care (Leasing) supervises and supports the Technical and Customer Care Agents in order to minimise financial risk, achieve cost savings and improve customer satisfaction.

Key deliverables and outputs

Operations Supervision

• Collaborate with the manager in the decision-making in relation to choice of suppliers, type of repair and need for a repair or termination of a vehicle in line with company best practices
• Collaborate closely with the manager to support the decision on the best course of action to be taken with regards to acceptance of liability by either the customer or Zeda to ensure customer business remains intact and the organisation is not unnecessarily negatively impacted
• Effectively manage the time that a customer’s vehicle is off the road, keeping the company and customer’s best interests in mind
• Provide technical and maintenance authorisation support, feedback and advice to internal and external stakeholders to facilitate the effective functioning of maintenance operations
• Supervise the quality control process with regards to vehicle availability and maintenance authorisations on a daily basis in order to minimise financial risk
• Receive and resolve Maintenance Repair Approval (MRA) queries or discrepancies and escalate when necessary
• Escalate the delays of manufactured parts, warrantees and dealer workmanship unresolved queries when necessary to the dealer management and OEM’s and when necessary
• Coordinate roadside assistance (during office hours) to the customer in case of breakdowns.

Stakeholder Engagement

• Build and maintain relationships with new and existing internal and external stakeholders such as Public and Private Sector customers and suppliers/dealerships and OEM’s
• Meet with manufacturers and dealers on a monthly basis to build and maintain relationships that facilitate the effective functioning of maintenance operations.

Reporting

• Compile data for monthly reports on information regarding maintenance spend to senior management.

Supervision

• Allocate workload and duties to subordinates
• Monitor individual performance, in accordance with performance objectives, daily
• Participate in the performance review of subordinate and address areas of non-performance, make recommendations on staff development and training requirements
• Provide coaching to subordinates on work assignments
• Counsel staff to address discipline and workplace conflict in accordance with policy and procedure.

Internal and External Stakeholders

The role requires close engagement and collaboration with key internal and external stakeholders.

Internal Stakeholders

Sales team Department Managers, VAPS Manager, RAC and Authorisation Call Centres, Quality Control team.

External Stakeholders

OEM’s, Dealers, Suppliers and Customers.

Academic Qualifications

Essential:

• NQF Level 5 Qualification in Automotive and Repair (Trade Test)
• Valid Driver’s License.

Note: This role may be required to travel from time to time. This role may be required to work overtime/after hours from time to time.

Work Experience

Essential:

• 2-3 Years’ Experience in Customer Service
• 3-5 Years’ Experience in Motor Mechanical environment.

Advantageous:

• Experience in a Supervisor role
• Experience in Fleet Management.

This job requires that the employee maintains the highest level of Honesty and Integrity as he /she will have access to company assets, cash handling and confidential record storage areas. This requires that a formal personal background check is undertaken. If you have not heard anything from us after 2 weeks of applying, please consider your application unsuccessful. Applications closing date 02/06/2025