Customer Service Representative

Motus Aftermarket Parts is seeking a Customer Service Representative to join our team at our Meadowview Head Office.

The primary focus of this role is to provide exceptional customer service and administrative support to Midas and MCID (Midas Corporate Image Division), servicing both consumers and franchisees.

Qualifications & Experience

• Matric certificate
• 2–3 years’ customer service experience
• Experience or understanding of a franchise environment/model
• Excellent verbal and written communication skills
• Strong attention to detail
• Own reliable transport

Knowledge, Skills & Abilities

• Highly organised with a structured approach to work
• Excellent computer literacy and administrative skills
• Strong time-management skills
• Reliable and dependable
• Ability to work effectively as part of a team
• Ability to work under pressure and meet deadlines
• Strong customer-service orientation
• Good problem-solving and follow-up skills

Duties & Responsibilities

MCID / Franchise Services

• Perform all administrative functions relating to MCID and Franchise Services.
• Coordinate and monitor MCID activities and ensure the effective delivery of services to franchisees.
• Maintain accurate signage stock control and records.
• Process purchase orders, charge-outs and invoices.
• Provide client and franchisee services, including preparing quotations, dispatching and receiving signage, and resolving customer queries.
• Maintain and update MCID stock records.
• Prepare quotations for franchisees and Key Account Managers (KAMs).
• Obtain quotations from various suppliers as required.
• Create quotations and cost estimates using Chase software.
• Create purchase orders in Chase once cost estimates have been approved and signed by customers.
• Purchase signage from approved suppliers.
• Pack and dispatch relevant stock to franchisees and customers.
• Reconcile supplier invoices on a monthly basis.
• Prepare and process charge-outs.
• Follow up with courier companies to confirm successful deliveries.
• Submit invoices for approval and payment.
• Maintain accurate MCID signage stock records.
• Maintain records of MCID marketing materials, including banners, gazebos and related items.
• Order and distribute cross-border flags.
• Follow up on the National Flag monthly service report.
• Maintain stock control of suppliers’ logo boards.
• Request supplier contributions towards logo boards where applicable.

Customer Service & Midas Website

• Manage customer-care dashboards and online customer-service platforms.
• Manage the customer-care line and respond to consumer complaints and queries.
• Log and track all customer-care queries and ensure appropriate follow-up.
• Respond to customer-care emails promptly and professionally.
• Manage Click & Deliver administration on the Midas website.
• Monitor and respond to customer complaints received via Facebook.
• Monitor and respond to HelloPeter reviews and complaints.
• Monitor Social Places and address customer interactions and queries accordingly.
• Monitor Midas website interactions, ensuring appropriate follow-ups and tracking.
• Escalate unresolved customer issues to the relevant departments or stakeholders.
• Maintain accurate records of customer interactions and ensure queries are resolved within agreed timeframes.

Key Competencies

The successful candidate will demonstrate:

• A strong customer-service mindset
• Excellent organisational and administrative abilities
• Accuracy and attention to detail
• Professional communication skills
• Initiative and accountability
• The ability to prioritise and manage multiple tasks simultaneously
• A proactive approach to problem-solving and follow-up
• The ability to work independently while contributing effectively to a team
• Resilience and the ability to remain calm and professional under pressure