JOB PURPOSE
- Set up the Call Centre policies and processes with 3rd party partner
- Establish protocols and guidelines in with Mazda brand philosophy
- Manage the inbound call teams to ensure the daily volume of customer contacts are handled and responded to in a timely manner
- Manage the resolution of customer complaints and VORs with minimal delay and inconvenience to the customer. This will require direct liaison with the Technical and Warranty Manager for technical resolutions and the Parts Business Manager for urgent parts supply
- Oversee management and review of all open case files to ensure resolution according to the department’s KPIs
- Ensure MSA’s customer service responses are in line with the requirements of South African Consumer Laws
- Manage the Goodwill budget within the agreed framework
GENERAL RESPONSIBLITIES
Manage, the inbound call teams to ensure the daily volume of customer contacts are handled and responded to in a timely manner:
- Call team members are trained and skilled to cope with any level of complaint
- Appropriate processes in place to ensure complaint handling and resolution adheres to MSA’s guidelines
- Call team members are supported in their decision-making within appropriate guidelines
- Early Alert programme identifies potential for customer complaints. Issues identified and resolved before a formal customer complaint is submitted to MSA
- Achieve the departments goal of providing the best customer service within South Africa
Manage the resolution of customer complaints and VORs with minimal delay and inconvenience to the customer. This will require direct liaison with the Technical and Warranty Manager for technical resolutions and the Parts Business Manager for urgent parts supply:
- Concise complaints details are maintained with case files for review by supervisors and management
- Root cause of complaints identified and appropriate resolution put in place according to category assignment
- Emerging product issues identified and reported to MSA’s Warranty and Technical Manager
- Dealer staff training needs to be identified and reported to the Technical Manager
Oversee management and review of all open case files to ensure resolution according to the department’s KPIs:
- Open case files monitored for resolution within KPIs
Ensure MA’s customer service responses are in line with the requirements of the South African Consumer Laws:
- With assistance from MSA’s Corporate Counsel, take the lead on updates or precedences from consumer hearing rulings
- Ensure appropriate MSA staff understand the companies obligations and rights under the South African Consumer Laws
- Ensure ACL cases are resolved within 5 working days
Manage the Goodwill budget within the agreed framework:
- Assist with development of the goodwill provision in the FY budget setting process
- Explain and justify potential for overspend in advance
- Budget will not be varied without senior management
Participate in the New Model Planning process:
- Ensure CS staff are aware of facelifts and new model specifications and timing before release to market (all staff members must be able to answer customer question on facelift and new model specification upon the vehicles being released to the market)
Desired Skills and Experience
- Customer Care Centre management experience – preferably with process and protocol exposure
- Tertiary qualification (preferably in a business-related discipline)
- Appropriate automotive industry experience
- Staff management skills
- Strong written, verbal and presentation skills
- A methodical, logical approach to analysing data and KPI reports
- Strong negotiation skills, with the ability to communicate effectively with colleagues, Dealer Principals, Sales and Service Managers
- Microsoft Office Suite applications (Word, Excel, Outlook) – intermediate level
Mazda Southern Africa offers this opportunity in their Customer Service Business Unit in Midrand.
Interested applicants can submit their CVs to Jennifer Stephen at JStephen@mazda.co.za
