Customer Relations Officer - Fountains

Our well known automotive dealer client based in Fountains currently holds a vacancy for an experienced CRO. Must have Service Advisor/ Panel Shop experience

Purpose Of The Role

The Customer Relations Officer is the face of the Brand and Companys Approved Centre.

To facilitate effective communication and feedback to insurance companies, customers, internal

companies and dealerships. Building rapport across the organisation and with insurance companies,

customers and suppliers to ensure sound work relationships to meet clients needs.

The Customer Relations Officer plays an integral role in bridging the expectations of the customer between

suppliers and the production environment by managing customer expectations accordingly.

Key Deliverables And Outputs

• Manage customer bookings within production capacity planning parameters
• All customer details and information updated and maintained as per CPA and POPIA requirements
• Timeous planning of parts ordering and receipt of parts to coincide with production planning and

vehicle bookings to meet agreed job completion deadlines

• Arrange tow-ins as per insurance requests by utilising Companys approved tow suppliers cost effectively
• Opening of job cards for all jobs prior to repairs commencing on the vehicles
• Manage customer complaints on the various insurance company portals (CSI Reports) for

resolution

• Customer satisfaction follow up calls made within the agree time parameters
• Courtesy vehicles managed, and requests appropriately processed and controlled
• Booking of technical training for all productive staff be it within the Company
• Ad-hoc tasks as required from time to time.

Level of Decision-Making

Academic Qualifications

• Code 08 drivers license
• Matric

Work Experience

• Experience in the Motor Industry
• Experience in conflict and customer

management

• Panel shop experience will be beneficial

Knowledge And Skills

• Computer literate
• Ability to build relationships both

internally and with external customers

• Conflict management
• Proficiency in both spoken and written

English

• Excellent excel, word and outlook
• TMS and Autoline experience

Behavioural Attributes

• Good communication skills
• Friendly, outgoing personality
• Ability to take initiative
• Ability to work under pressure
• Service Orientation
• Customer Orientation
• Professional appearance
• Willingness to work flexi hours and

overtime

• Good team player

Level of Decision-Making

Decision making takes operational trends and

business plans into account and generates multiple

possibilities that involve trade-offs and juggling of

multiple variables.

Level of Problem Solving

Problem solving requires specialist and/or highly

technical ideas/concepts.