Key Responsibilities: Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery) Conduct follow-up calls with customers after service, repairs, or vehicle sale Follow up with sales customers within one month of truck usage Capture and record Customer Satisfaction Index (CSI) scores Distribute quarterly customer satisfaction questionnaires Collect daily Net Promoter Score (NPS) feedback Identify and log complaints or low satisfaction scores Escalate issues, including Demoters and Passives, to the CCSA Ensure accurate and timely data capturing in the system Follow up on outstanding queries or customer concerns Support continuous improvement of customer satisfaction and overall service quality Complaint Management & Escalation: Capture all customer complaints accurately on a daily basis in 'the CRM system. Follow up and communicate with customers to ensure timely resolution of complaints. Escalate unresolved or critical complaints to the CCSA and Department Manager. Log complaints by department and dealer for reporting purposes. Provide weekly complaint summary reports to the manager. Vehicle Operations & Regional Follow-Up: Monitor Vehicle Off Road (VOR) feedback and follow up on pending items after meetings. Capture meeting notes during meetings and distribute them promptly to the manager. Send the Regional VOR list daily and update follow-ups on the shared Drive for the regional team. Capture of daily Complaint per dealer and per department. Capture daily of non-compliance per dealer Captures of daily Dealer Breakdowns per dealer. Customer Feedback & CSI/NPS Tracking: Capture Customer Satisfaction Index (CSI) data and log lower scores or complaints, escalating them to the CCSA as needed. Capture daily Net Promoter Score (NPS) feedback. Escalate Demoters and passive NPS scores as complaints for CCSA to obtain details. Administrative & Financial Support: Type up and distribute all meeting notes to the manager. Log departmental expenses and submit invoices to the accounts department for payment before the 15th of each month. Maintain accurate filing and record-keeping Follow up on loaned trucks to ensure timely returns; elevate cases to CCSA and Department Manager if usage limits are exceeded. Additional Duties: Assist the CCSA and Department Manager as required. Perform any other lawful duties assigned by the Department Manager. Minimum Requirements: Matric Code 8 licence Experience within the transport, automotive, or fleet support industry Own and reliable transport Team Player & flexibility to work over weekends, night shift per roster and public holidays when needed. Strong organizational, time-management, and multitasking skills. Practical understanding of how administration works. Proven track record of handling call volumes and working under pressure Customer services excellence with empathy and emotional resilience Proficiency with CRM systems, spreadsheets, and document management #J-18808-Ljbffr