Customer Relations Administrator M/F

Join CFAO South Africa !

CFAO South Africa is a key player in South Africa’s mobility market.
With more than 7,200 colleagues and over 160 sites, CFAO South Africa offers vehicle and truck sales and rentals, supply chain solutions, logistics management, material handling, automotive assembly, and the import and export of automotive components.

We are a regional division of the pan-African business CFAO Group, headquartered in France and a wholly owned subsidiary of Toyota Tsusho Corporation in Japan.

CFAO South Africa has a strong expansion vision in South Africa, while supporting CFAO Group's expansion strategy into the African continent in the automotive sector and other sectors,  including healthcare and renewable energy.

We are a significant contributor to the support, development, and growth of the automotive industry in South Africa and across Africa.

we are looking for    Customer Relations Administrator M/F   based:   South Africa

Job description:

This position reports into National Customer Relations, with the KPI activities and customer support being carried out at the regional branches.

The key purpose of the Customer Relations Administrator is to:

• Provide support, maintain, and ensure retention of sustainable relationships with CFAO Equipment customers.
• Close collaboration with Sales and Operations to ensure that the most effective customer solutions and outcomes are put in place to customer queries and complaints.
• To ensure that the highest levels of customer experience and satisfaction are achieved for CFAO Equipment customers.
• To ensure that all customer expectations and deliverables are met with regards to business value – add services.   
• To obtain customer intelligence by understanding the customer’s business, key drivers of their business, their plans, their key concerns, and their views of CFAO Equipment as a preferred supplier.

Key Performance Areas:

• Ability to conduct effective Customer Surveys, using the Net Promoter Score model and obtain detailed quality customer feedback. Use the NPS survey SOP for accurate feedback results reporting for managers.
• Effectively report on customer complaints, concerns and challenges, to the relevant department managers. Manage the Complaints handling process, to ensure an effective resolution or outcomes are achieved with the customer.
• Effective follow through of the ISITE/ FMX processes for customer to use within their operations.
• Support ISITE activities for Sales and Aftermarket, activation of ISITE units, driver and supervisor access
• Effective tracking of ISITE machine performance, utilization, impacts, and driver performance.
• Ensuring that customers always have access to the portal – automated reporting availability.
• Ability to engage with customer on the ISITE functionalities and the benefits for their operations.
• Effective support for the Rapid Response App, where customer can effectively log their forklift breakdowns and services.
• Tracking and reporting on Aftermarket teams’ performance – through resolved and unresolved Breakdowns logged.
• Give the highest attention to all customer queries, complaints for the branch, escalating and ensure that follow – through is managed and resolved.
• Sales support, preparation of Handover packs.
• CRM database, ISITE portal database, responsible to ensure that customer records and data information, remains updated and accurate at all times. 
• At all times, deliver on Customer expectations and strive towards Customer Service Excellence.

Required profile :

The requirements listed below are representative of the knowledge, skills, education / training and experience required for this position:

• Demonstrated experience in managing web portals related to Telemetry and Telematics.

• Knowledge Requirements:
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and Electronics — Knowledge of electronic equipment, and computer hardware and software, including applications and programming.

• Required Skills:
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
  • Time Management — Managing one's own time and the time of others.
  • Speaking — Talking to others to convey information effectively.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Coordination — Adjusting actions in relation to others' actions.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Service Orientation — Actively looking for ways to help people.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

• Work Activities:
  • Interacting with Computers — Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.