Automotive Customer Care - OEM Level - Gauteng, Bryanston

Recruiter:

Select Motor Recruitment

Job Ref:

JHB000752/DP

Date posted:

Friday, January 23, 2026

Location:

Bryanston, South Africa

SUMMARY:
Report to: Customer Experience Manager / Aftersales Manager
Remuneration: Market Related dependent on skill set, knowledge, and experience

Purpose Of The Job:

Our client is an exciting new automotive brand establishing its head office operations and building the business from the ground up. This role is suited to an enthusiastic, committed professional who is eager to be part of a long-term journey, contribute to shaping processes and culture, and play a key role in developing and growing the department from its early stages. The Customer Care Executive is responsible for delivering a consistently positive customer experience by professionally managing customer enquiries, complaints, and escalations in line with OEM brand standards, regulatory requirements, and customer care best practice.
This role serves as a critical link between customers, dealerships, and internal OEM departments, ensuring timely resolution of concerns while protecting brand reputation and driving continuous improvement in customer satisfaction.

POSITION INFO:
Key Responsibilities:
Customer Enquiry & Complaint Handling

Receive, log, and manage customer enquiries, concerns, and complaints across multiple communication channels
Assess case severity and determine appropriate resolution pathways
Provide clear, professional communication to customers throughout the case lifecycle
Ensure all interactions reflect OEM brand values and customer service standards

Dealer Liaison & Escalation Management

Liaise with dealership service, sales, and management teams to investigate and resolve customer cases
Manage escalated complaints involving complex service, warranty, or customer experience issues
Monitor dealer response times and quality of feedback
Support dealers in achieving fair, compliant, and customer-focused resolutions

Case Management & Documentation

Maintain accurate and up-to-date records on customer case management systems
Ensure all cases are documented in line with audit, compliance, and reporting requirements
Track case progress, follow-ups, and closure confirmations

Customer Experience Monitoring & Reporting

Monitor Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and customer feedback trends
Identify recurring customer issues and improvement opportunities
Prepare reports and insights for Customer Experience, Aftersales, and OEM management teams

Compliance & Brand Protection

Ensure all customer interactions and resolutions comply with the Consumer Protection Act (CPA) and OEM policies
Escalate legal or reputational risk cases appropriately
Support the development and enforcement of customer care policies and procedures

Qualifications & Experience:

Diploma in Customer Service, Communications, or a related field
Minimum 3 years’ experience in a customer care, call centre, or customer experience role
Automotive OEM experience
Strong working knowledge of complaint handling and escalation management
Motor Industry experience ESSENTIAL!!

Key Skills & Competencies:

Excellent verbal and written communication skills
Strong conflict resolution and problem-solving ability
High emotional intelligence and customer-centric mindset
Ability to manage multiple cases simultaneously in a deadline-driven environment
Strong attention to detail and documentation accuracy
Proficiency in CRM and case management systems

Key Performance Indicators (KPIs):

CSI / NPS performance
Case resolution turnaround time
Complaint closure rate within SLA
Reduction in repeat or recurring complaints
Compliance with CPA and OEM standards

Please note only candidates with the required experience will be contacted and considered. If you are not contacted within 14 days from application, kindly consider your application as unsuccessful.
Applications will only be considered from candidates who meet the specified criteria as per the job spec. If you do not meet the requirements, Select Motor Recruitment reserves the right not to respond to your application.

Applications should be submitted no later than Wednesday 28 January 2026.

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