Customer Care Administrator/ Agent

Key Responsibilities:

• Customer Feedback & Sales Follow-Up (Aftersales & Post-Delivery)
• Conduct follow-up calls with customers after service, repairs, or vehicle sale
• Follow up with sales customers within one month of truck usage
• Capture and record Customer Satisfaction Index (CSI) scores
• Distribute quarterly customer satisfaction questionnaires
• Collect daily Net Promoter Score (NPS) feedback
• Identify and log complaints or low satisfaction scores
• Escalate issues, including Demoters and Passives, to the CCSA
• Ensure accurate and timely data capturing in the system
• Follow up on outstanding queries or customer concerns
• Support continuous improvement of customer satisfaction and overall service quality

Complaint Management & Escalation:

• Capture all customer complaints accurately on a daily basis in 'the CRM system.
• Follow up and c...