- Report CSI performance to the Marketing Director and relevant stakeholders weekly.
- Verify Telesure sample data against Lightstone dashboard volumes before scorecard meetings.
- Prepare and distribute monthly Telesure detractor reports to branch management.
- Provide monthly operational and executive reports, including WhatsApp for Business reporting.
- Compile and distribute the Lightstone Actual Units vs Sample % Report.
- Submit all group vehicle delivery data to Lightstone on a weekly basis.
- Manage weekly negative feedback and complaints, ensuring branches address and action identified issues.
- Monitor branch compliance with feedback submission deadlines.
- Generate and distribute weekly social media reports (HelloPeter and Google Reviews).
- Report on insurance performance scorecards (Telesure, iWYZE, OMI, Absa, and MiWay).
- Review and distribute iWYZE WIP reports to Procurement for vehicle hire management.
- Ensure meeting minutes are submitted to the Group Marketing Director and report any branch non-compliance
1. Customer Service Console Management
- Service console administration and compliance.
- Dress code enforcement.
- Customer communication standards.
- CSA training and onboarding.
- Online platform management.
- HelloPeter subscription management.
2. CSI Performance Management
- Team management and performance reviews.
- Leave administration.
- KPI monitoring.
- Post-repair customer satisfaction follow-ups.
- Service improvement initiatives.
3. Strategic Customer Service Improvements
- Process enhancement recommendations.
- Accurate system updates.
- Customer communication alignment.
- Proactive management of delays and customer expectations.
4. Escalation Management
- Managing complaints from customers, brokers, insurers, and social media.
- Monitoring ticket management.
- Ensuring 24-hour acknowledgement and 7-day resolution targets.
- Confirming customer satisfaction before closure.