Customer Service Officer at SKM Africa

Key Responsibilities

• Act as the central point of contact and link between clients, valuers, technicians, repair partners, and internal operations teams.
• Handle all client communications (phone, email, WhatsApp, SMS) and provide timely, professional updates on valuations, tracking status, repairs, and other services.
• Schedule and coordinate valuations, tracking installations/removals, repairs, and appointments while sending reminders and managing rescheduling.
• Proactively follow up with clients on tracking alerts, repair progress, expected completion dates, additional findings, and vehicle collection arrangements.
• Receive, log, and manage client complaints or issues by liaising with technical teams, investigating problems, and keeping clients informed throughout the resolution process.
• Identify opportunities to cross-sell and up-sell additional services such as tracking devices, comprehensive repairs, fleet management, or recovery services.
• Maintain accurate client records and interaction history in the system, prepare regular reports on client feedback, pending tasks, and potential revenue opportunities.
• Support the valuation and tracking teams by relaying client requirements/feedback and contribute to service improvement by highlighting recurring client concerns to management.

Qualifications & Experience

• Diploma  in operations management, Logistics, Business Administration, or a related field
• Minimum of 3 years’ similar customer service experience in a vehicle tracking and valuation firm or in a technical service industry.
• Proven experience in managing technicians or field-based teams

Key Skills & Competencies

• Strong operational coordination and problem-solving skills
• Excellent communication and stakeholder management abilities
• High attention to detail and data accuracy
• Ability to work under pressure in a high paced environment.
• Proficiency in job management systems and MS Excel