Customer Care Administrator/ Agent (Parts Distribution Centre)

Overview

Customer Care Administrator/ Agent (Parts Distribution Centre) Jobs in Brakpan, Gauteng, South Africa at ExecutivePlacements.com

Title: Customer Care Administrator/ Agent (Parts Distribution Centre)

Company: ExecutivePlacements.com

Location: Brakpan, Gauteng, South Africa

Recruiter:

Jobs 4 All

Job Ref:

JHB000304/AM

Date posted:

Tuesday, May 19, 2026

Location:

Isando, South Africa

SUMMARY:

Customer Care Administrator / Agent

Isando

Automotive Industry (Mandatory)

Job Summary

The Customer Care Administrator / Agent is responsible for managing customer feedback, complaints, and aftersales follow-ups to ensure high levels of customer satisfaction and service excellence. The role involves capturing and tracking customer interactions, coordinating complaint resolution, monitoring CSI and NPS feedback, supporting vehicle operations follow-ups, and providing administrative support to the Customer Care and Aftersales departments. The successful candidate will play a key role in strengthening customer relationships, improving service delivery, and supporting operational efficiency across the business.

POSITION INFO:

Key Responsibilities

Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)

• Conduct follow-up calls with customers after services, repairs, or vehicle sales.
• 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, log, and escalate complaints or low satisfaction scores.
• Escalate Demoters and Passive NPS feedback to the Customer Care department.
• Ensure accurate and timely capturing of customer information and feedback.
• Follow up on outstanding customer queries and concerns.
• Support continuous improvement initiatives to enhance customer satisfaction and service quality.

Complaint Management & Escalation

• Capture all customer complaints accurately in the CRM system on a daily basis.
• Communicate and follow up with customers to ensure timely complaint resolution.
• Escalate unresolved or critical complaints to management.
• Maintain complaint logs by department and dealer for reporting purposes.
• Prepare and submit weekly complaint summary reports.

Vehicle Operations & Regional Follow-Up

• Monitor Vehicle Off Road (VOR) feedback and follow up on outstanding items.
• Capture and distribute meeting minutes promptly after meetings.
• Send daily regional VOR lists and update follow-up actions on the shared drive.
• Capture daily complaints per dealer and department.
• Record daily dealer non-compliance incidents.
• Capture daily dealer breakdown reports.

Customer Feedback & CSI/NPS Tracking

• Capture CSI data and escalate low scores or complaints where required.
• Capture and monitor daily NPS feedback.
• Escalate Demoters and Passive scores for further investigation and resolution.

Administrative & Financial Support

• Type and distribute meeting minutes to management.
• Log departmental expenses and submit invoices to accounts before monthly deadlines.
• Maintain accurate filing systems and record keeping.
• Follow up on loaned vehicles to ensure timely returns and escalate overdue cases where necessary.

Additional Duties

• Provide administrative and operational support to the Customer Care and Aftersales departments.
• Perform any other lawful and reasonable duties assigned by management.

Minimum Requirements

• Matric / Grade 12.
• Valid Code 8 driver’s licence.
• Experience within the transport, automotive, or fleet support industry.
• Own reliable transport.
• Willingness to work weekends, night shifts, and public holidays when required.
• Strong organizational, multitasking, and time-management skills.
• Practical understanding of administrative processes.
• Proven ability to handle high call volumes and work under pressure.
• Strong customer service orientation with empathy and emotional resilience.
• Proficiency in CRM systems, spreadsheets, and document management systems.
• Strong communication and interpersonal skills.
• High attention to detail and accuracy.