Customer Liaison Officer

The Customer Liaison Officer is responsible for ensuring that customers receive timely, accurate, and professional communication throughout the vehicle repair process. The role focuses on customer satisfaction, progress updates, administration, and coordination between customers and the workshop team.

Key responsibilities

Customer communication

• Serve as the first point of contact for customers regarding vehicle repairs and progress updates.

• Keep customers informed about booking dates, repair progress, delays, parts availability, and vehicle collection arrangements.

• Handle customer queries, concerns, and complaints in a professional and empathetic manner.

• Follow up with customers after vehicle collection to ensure satisfaction.

Workshop coordination

• Liaise daily with estimators, technicians, parts department staff, and management to obtain accurate repair information.

• Update internal systems and customer records with the latest repair status.

• Coordinate vehicle bookings, inspections, and collection schedules.

Insurance and administration

• Communicate with insurance companies, brokers, assessors, and fleet clients when required.

Customer experience

• Ensure that all customers are treated with courtesy, respect, and professionalism.

• Contribute to maintaining a positive reputation and high customer-retention levels.

• Identify opportunities to improve customer service processes and communication standards.

Minimum requirements

• Matric / Grade 12 qualification.

• Excellent verbal and written communication skills.

• Fluent in English and Afrikaans (additional languages advantageous).

• Strong people skills and telephone etiquette.

• Good computer literacy (Microsoft Outlook, Word, Excel, and workshop management systems if applicable).

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.