The Assistant: Client Liason and Marketing is there to monitor client satisfaction through follow-up to solve client problems and issues. They take measures for research and the resolution of client-raised issues. Their job includes coordinating with proper corporate staff to provide accurate and timely answers for clients. Helps develop promotional initiatives and content for a brand. Assists with ongoing marketing campaigns by collecting audience feedback, creating graphs, charts, and slides to present to decision-makers, and conducting market research to understand the target audience.
APPLICATION REQUIREMENTS:
- Cargo Motors is an Equal Opportunity Employer and preference will be given to Employment Equity candidates.
- Applications should be accompanied by an up-to-date CV indicating achievements, knowledge, skills and qualifications.
All applications must be processed via https://motus.erecruit.co/ by no later than 16 February 2025. Please note that candidates not contacted by the 31 March 2025 must consider their applications as unsuccessful.
Specific Role Responsibilities
- Analyse Sales, Service and Parts customer invoicing from DTSA and Mercedes-Benz Vans on a daily basis.
- Ensure all customer interactions in person or telephonically are handled courteously and timeously
- Make Sales, Service Sales and Parts Follow-up contacts with the customer through phone calls, e-mails or other methods.
- Communication between departments are handled timeously and as per process
- Follow-up procedures between customer and dealers are handled on time and professionally
- Feedback provided to customers and to dealers timeously.
- Have influence on customer satisfaction.
- Main contact person when it comes to customer contact via phone or e-mail and contribute significantly to the success of the entire service, sales and parts area.
- Responsible for the preparation or management of service-related customer enquiries across all communication channels
- Follow customer escalation process to ensure feedback and rectifications are in place.
- Provide weekly and monthly stats to management
- Analyse stats on a monthly basis per dealer and give recommendations and action plans in conjunction with management
- In conjunction with media house prepare marketing material for dealers
- Analyse market requirements and assist Sales, Service and Parts with campaigns
- Understand and implement CI requirements per brand
- Ordering of merchandise and customer gifts per dealer requirements
- Set-up and assist with customer functions, golf days or any required business functions.
- Provide essential assistance to Sales, Service and Parts departments to achieve business KPI’s.
Qualifications and Experience
- Matric/Senior Certificate or equivalent (NQF4)
- A relevant post matric certification/ qualification will be an added advantage
- At least 2 years experience in Customer (phone) contact, customer support and acquisition
- Automotive service operation and/or in a comparable activity in the customer-oriented service sector
- Previous employment in a service or customer contact area for example as a Service Advisor
- Experience with Mercedes-Benz and Daimler Trucks workshop systems.
- Commercial or technical job training, e.g. as a trained specialist in the customer-orientated service sector. Preferably with experience in the sale of technical products or services.
- Ability to schedule workshop time.
- Relevant legal basic knowledge
- Knowledge of internal service-relevant programs (DMS, appointment and capacity planning tool, CRM-Tool, SPPS, C@D, EPC, Mercedes-Benz After-Sales Portal and Xentry Portal).
- Media skills
Skills and Personal Attributes
- Excellent communication skills, written and telephone contact with customers and must be able to express yourself adequately in both oral and written form.
- Establish a quick, reliable and trustworthy contact to customers.
- Complete your work diligently and present yourself at all times as an ambassador of the Mercedes- Benz and Daimler Truck brands.
- Teamplayer, reliable, authentic and willingness to learn
- Expert in structuring and managing conversations
- Knowledge about sales, the Mercedes-Benz and Daimler Truck brands and its sales and After-Sales structure.
- Basic computer skills as well as general business knowledge.
- Technical basic knowledge and knowledge of service and parts.
