Customer Liaison Officer

JOB PURPOSE

The Customer Liaison Officer is responsible for outbound customer engagement, including follow-ups, handling queries and complaints, and ensuring timely escalation and resolution of customer issues. The role also focuses on maintaining accurate customer information and supporting Customer Satisfaction Index (CSI) targets and overall customer experience excellence.

MINIMUM REQUIREMENTS

Education:

• Grade 12 / Matric

Experience:

• Minimum 1 year experience in customer service or client relations
• Automotive industry experience will be an advantage

KNOWLEDGE & SKILLS

• Customer service principles and best practices
• CSI (Customer Satisfaction Index) processes and improvement methods
• Understanding of automotive industry operations (advantageous)
• MS Office (especially Excel)
• CRM systems
• Strong communication and active listening skills
• Query and complaint management
• Data and document management
• Problem-solving and conflict resolution
• Relationship management

KEY COMPETENCIES

• Customer-focused mindset
• Strong attention to detail
• Ability to work under pressure
• Organised and efficient
• Results and solutions driven
• Strong verbal and written communication
• Integrity and professionalism
• Continuous improvement mindset
• Collaborative team player
• Persuasive and influential communication style

KEY RESPONSIBILITIES

Customer Relationship Management (Outbound)

• Conduct outbound calls to customers following service or dealership interaction
• Follow up on customer experiences and service satisfaction
• Support CSI survey completion and encourage customer participation
• Maintain accurate records of all customer interactions in CRM/OEM systems

Query & Complaint Handling

• Receive and manage customer queries and complaints during outbound calls
• Capture detailed information to support resolution processes
• Escalate issues timeously to relevant management
• Ensure all queries and complaints are tracked through to resolution

CSI Support

• Achieve required CSI follow-up targets
• Conduct structured follow-up calls according to schedules
• Support initiatives aimed at improving customer satisfaction scores
• Ensure accurate data capture for CSI reporting purposes

Administration

• Maintain accurate and up-to-date customer records
• File documentation according to company procedures
• Provide reports and customer follow-up data to management
• Ensure compliance with all internal policies and standards

Stakeholder Engagement

• Communicate professionally with internal teams and customers
• Build and maintain positive customer relationships

Working Conditions

• Standard business hours with occasional overtime based on operational requirements
• Office-based role within a dealership environment