CRC Supervisor
A client relationship management division in the automotive industry is looking for a supervisor.
The primary responsibility of this division is to offer aftersales care to vehicle owners (new and pre-owned) and assisting them with their cases.
Supervisory duties include:- Team leadership - to make sure that KPI's (performance goals) are in place
- Running of daily meetings to discuss unresolved or challenging cases
- Allocating of cases
- Act as point of contact for escalated cases (client inquiries and complaints)
- Identify, address and implement improvements on client service given
- Monitor all feedback
- Ensure all processes are followed
- Ensure alignment and consistency in customer communications.
- Quality assurance (QA) - Compile and present reports on customer satisfaction metrics, trends, and performance indicators
Skills:- Proven experience in a customer service or customer relations role, preferably in the automotive industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle escalated customer inquiries or complaints effectively.
- Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
- Knowledge of automotive products, services, and industry trends.
- Ability to work in a fast-paced environment and adapt to hanging priorities.
- Strong problem-solving and decision-making abilities.
Posted on 09 May 15:26, Closing date 30 May
