Customer Liaison Officer - Bloemfontein

Introduction

An exciting opportunity is available for a professional, organised, and customer-focused Customer Liaison Officer to join a busy automotive environment. The successful candidate will act as the key link between customers, insurers, assessors, and workshop operations, ensuring that customers are kept informed throughout the process.

This role is suited to someone who is confident dealing with customers, has excellent communication skills, and can effectively coordinate multiple tasks in a fast-paced environment.

Duties & Responsibilities

Customer Communication

• Serve as the first point of contact for customers regarding vehicle repairs and repair progress
• Keep customers informed about booking dates, repair progress, delays, parts availability, and vehicle collection arrangements
• Handle customer queries, concerns, and complaints in a professional and empathetic manner
• Follow up with customers after the repair process to ensure customer satisfaction
• Maintain professional and positive relationships with customers throughout the repair process

Workshop Coordination

• Liaise daily with workshop technicians, parts departments, and management to obtain accurate repair information
• Provide customers with regular updates regarding the progress of their vehicles
• Coordinate vehicle bookings, inspections, and collection schedules
• Ensure customer records and relevant information are kept up to date
• Assist with coordinating workflow between customers, workshop staff, and other relevant parties

Insurance & Administration

• Communicate with insurance companies, brokers, assessors, and other relevant parties when required
• Assist with insurance-related communication and administration
• Follow up on outstanding information or approvals where necessary
• Maintain accurate customer and vehicle records
• Assist with general administrative duties related to the repair process

Customer Experience

• Ensure customers are treated with care, respect, and professionalism
• Contribute to maintaining a positive customer experience throughout the repair journey
• Identify opportunities to improve customer service processes and standards
• Assist with customer retention and relationship building
• Address customer concerns promptly and professionally

Working Hours

• Monday to Friday: 07:30 to 17:00
• Every second Saturday: 08:00 to 13:00

Minimum Requirements

• Grade 12 / Matric qualification
• Excellent verbal and written communication skills
• Fluent in English and Afrikaans
• Additional language proficiency will be advantageous
• Strong people skills and telephone etiquette
• Good computer literacy, including Microsoft Office and workshop management systems
• Ability to work effectively in a fast-paced environment
• Strong organisational and administrative skills
• Previous experience in a customer service, panelbeating, automotive, insurance, or workshop environment will be advantageous
• Familiarity with vehicle repair processes, quotations, insurance claims, or workshop administration will be advantageous
• Experience using TMS/ Audatex / workshop management software would be beneficial

Package & Remuneration