Customer Care Administrator/ Agent

Key Responsibilities

Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)

• Conduct customer follow-up calls after services, repairs, and vehicle deliveries.


• Contact sales customers within one month of vehicle usage to gather feedback.


• Record and maintain accurate Customer Satisfaction Index (CSI) results.


• Send out quarterly customer satisfaction surveys.


• Collect and capture daily Net Promoter Score (NPS) feedback.


• Identify, record, and monitor customer complaints or low satisfaction ratings.


• Escalate Demoter and Passive NPS feedback, as well as unresolved concerns, to the CCSA.


• Ensure all customer interactions and feedback are accurately updated on the CRM system.


• Follow up on pending customer queries and service-related concerns.


• Contribute to ongoing initiatives focused on improving custo...