Job Description

###

Motus Toyota Head Office

currently holds a vacancy for a

Specialist: Client Liaison

Reporting to the

Supervisor: Call Centre

this position requires someone who will provide customer related support in order to process client liaison transactions accurately and timeously to ensure maximization for marketing opportunities

###

Position Overview

###

Specific Role Responsibilities

Deliver on agreed performance targets according to set procedures and service level agreement. Execute work in line with governance and compliance processes. Identify and apply known solutions to operational challenges and escalate unresolved issues. Record and report on transactional activities to provide timely and accurate information for decision making in area of accountability. Assist in the facilitation of realistic expectations and/or deliverables between customer, dealer network and Importer/OEM. Communicate and liaise with relevant stakeholders and other internal departments to facilitate information dissemination, flow, customer satisfaction and feedback. Ensure that the customer care platform is populated with key customer data and case information. Ensuring the customer database is segmented effectively for targeted marketing activities. Facilitate communication between customers, dealer network, OEM/Importer and other relevant stakeholders to resolve general and complex problems, faults and other concerns. Provide support to customers and escalate unresolved queries Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business. Deliver work activities effectively to satisfy customers. Liaise and interact with customers (internal) via approved communication channels in a positive and helpful manner. Provide high quality customer service through the delivery of compliant and accurate documentation to ensure that requirements are met as prescribed by the FICA, POPI Act, and Consumer Protection Act and relevant others. Meet regularly with Toyota SA Service and New/Used representative to understand programs and expectations. Works closely with Service Advisors on a daily basis. Analyse data on a weekly basis to inform various departments on issues/progress etc. according to overall CE/Satisfaction and Recommendation levels. Analyse daily data and if there is a problem it is brought to respective mgr.'s attention and solution to be found and acted on immediately by respective dept./mngr. Offers additional input and develop specific work flow process if related to customer journey and expectation. Keeping record of customer interaction and details of actions taken for CCC issues
###

Qualifications and Experience

Must have at least Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04 (Matric) Knowledge of eToyota system Excellent verbal and written communication skills The ability to maintain calm under pressure Excellent knowledge of the Company's service offering. Team Player. Good Organisational and administrative skills.
###

Skills and Personal Attributes

Client Orientation and Customer Focus Communication Computer Literacy Conflict Management Dealer Liaison * Excellent team player