Customer Experience Executive

About the position

Customer Experience Executive - Automotive Industry
Create Magical Customer Moments in South Africa's Most Innovative Automotive Environment
Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments where every interaction matters? Join our client's revolutionary automotive group that's transforming how South Africans buy and sell vehicles through cutting-edge digital innovation.
This is your chance to be the face of exceptional customer service in a digitally advanced automotive environment. You'll ensure every customer interaction exceeds expectations while supporting seamless operations across our client's innovative platforms.

What You'll Be Doing
Delivery Excellence

• Coordinate weekly delivery logistics and manage comprehensive delivery boards
• Monitor and respond to customer communications across digital platforms
• Conduct thorough vehicle quality inspections to maintain premium standards
• Ensure no defective vehicles reach customers - maintaining the highest quality standards
• Coordinate driver logistics for customer pickups and deliveries
• Prepare vehicles for handover with meticulous attention to detail

Customer Handover Mastery

• Provide warm, professional meet-and-greet services for all customers
• Coordinate hospitality services to ensure customer comfort during visits
• Manage trade-in vehicle evaluations and VIN verification processes
• Complete comprehensive FICA and insurance administration
• Conduct detailed test drives demonstrating vehicle features and confirming mechanical integrity
• Execute thorough Customer Protection Act (CPA) compliance procedures
• Handle all delivery documentation with precision and professionalism
• Provide branded gifts and ensure customers receive all promised items

After-Sales Excellence

• Conduct 24-hour follow-up calls to ensure customer satisfaction
• Manage the comprehensive 21-day customer care process
• Handle comeback management with solution-focused approaches
• Coordinate rental vehicles when required (with management approval)
• Oversee license and registration processes to completion
• Ensure all promised deliverables reach customers (number plates, documentation, refunds)

Facility & Operations Support

• Maintain showroom presentation to premium standards
• Coordinate vehicle displays with perfect pricing alignment and branding
• Manage car cleaning standards and quality control
• Oversee security protocols for building and facility lock-up
• Administer fuel management systems and driver coordination
• Conduct weekly vehicle inspection quality checks

Vehicle Evaluations

• Perform accurate vehicle assessments using industry-standard tools
• Determine vehicle retention value through comprehensive inspections
• Utilize pricing platforms to ensure competitive market positioning

What We're Looking For
Essential Requirements:

• Grade 12 qualification (non-negotiable)
• Customer service certification or diploma
• Minimum 2 years customer-facing experience
• Leadership capabilities and team collaboration skills

Digital Proficiency:

• Advanced Microsoft Office Suite (Word, Excel, PowerPoint)
• Automotive platform experience advantageous
• CRM system familiarity preferred

Key Competencies:

• Superior customer engagement - you genuinely care about creating exceptional experiences
• Pressure management - maintain excellence even during busy periods
• Transparency and integrity - honest communication builds lasting relationships
• Administrative excellence - meticulous attention to detail in all processes
• Process-driven mindset - you thrive with structured procedures and protocols
• Deadline focused - able to prioritize workloads and meet critical timelines
• Instruction execution - reliable follow-through on all directives
• Team collaboration - supportive team player who elevates others

Please note only shortlisted candidates will be contacted

Desired Skills:

• Customer Experience Executive
• Automotive
• MS Office