Customer Service Manager

Key performance area:

1. Manage and plan the day to day activities of all CSA and reception staff 

Perform the intermediary role between CSA’s and as link between workshop, estimators, buyers and external providers.

Ensure that escalated client queries are resolved within 48 hours.

Ensure that the following customers are contacted timeously by CSA allocated:
• Daily converted list
• Work in progress list
• Rework clients
• Parts on back order
• Clients whose vehicles are ready for collection

Ensure that the paperwork for collection of vehicles is completed and submitted daily.

Ensure that daily feedback is given to Branch Management regarding the customer care report, highlighting areas of concern.

2. Performance Management of CSA’s and receptionist