Customer Liaison Officer (CLO) at SydSen Recruit

Education:

• Grade 12 / Matric

Experience:

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

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