Customer Care Administrator / Agent (Parts Distribution Centre)

About the role

The Customer Care Administrator / Agent will manage customer feedback, complaints and after‑sales follow‑ups for a parts distribution centre in the automotive industry. This role ensures high levels of customer satisfaction by capturing interactions, coordinating resolutions and supporting the Customer Care and Aftersales teams.

Key responsibilities

• Conduct follow‑up calls with customers after services, repairs or vehicle sales and within one month of truck usage.
• Capture and record Customer Satisfaction Index (CSI) scores and distribute quarterly satisfaction questionnaires.
• Collect daily Net Promoter Score (NPS) feedback, identify low scores and escalate detractors and passive feedback.
• Log and escalate customer complaints in the CRM system, communicate with customers and ensure timely resolution.
• Prepare weekly complaint summary reports and maintain complaint logs by department and dealer.
• Monitor Vehicle Off Road (VOR) feedback, send daily regional VOR lists and update follow‑up actions.
• Record daily dealer non‑compliance incidents, breakdown reports and loaned‑vehicle returns.
• Type and distribute meeting minutes, log departmental expenses and submit invoices before monthly deadlines.

Required profile

Required skills

• CRM system usage