Job Description

###

LiquidCapital Division is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. LiquidCapital Division aims to creatively solve problems and add value to people by ensuring Mobility for Good.



LiquidCapital Division forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.



LiquidCapital Division is seeking to employ a qualified and experienced CSI Support Manager. The successful candidate will join a dynamic and highly skilled CSI Team.



If you are seeking an exciting and rewarding opportunity, then this is the career journey you've been waiting for.



The successful candidate will report directly to the CSI Senior Manager.

###

Position Overview

The CSI Support Manager is responsible for overseeing a team that collects, processes, and analyzes Customer Satisfaction Index (CSI) data to support after-sales and after-service performance. This role ensures that staff meet performance targets, CSI programs run efficiently, and data is accurate and available for decision-making. The Support Manager works closely with internal teams to drive improvements in customer satisfaction and compliance with CSI standards.

###

Specific Role Responsibilities

Staff Management & Team Performance

Manage and support the CSI team, ensuring they meet performance and reporting targets Conduct regular team meetings, training, and performance evaluations to enhance efficiency Assign tasks, monitor workloads, and ensure deadlines are met Calculate monthly incentives due based on predefined criteria

CSI Data Collection & Accuracy

Oversee the collection, validation, and processing of CSI data to ensure accuracy and completeness Implement quality control measures to minimize errors and improve reporting standards

Meeting CSI Performance Targets

Monitor team KPIs and take corrective action when targets are not met Identify trends in customer satisfaction data and provide insights to improve performance Work with internal departments (e.g., roadside assistance, and customer care) to align CSI strategies

Process Improvement & Compliance

Continuously improve CSI-related processes to enhance efficiency and effectiveness Ensure the team complies with internal policies and industry standards for CSI reporting

Reporting & Insights

Prepare reports and dashboards on CSI trends, team performance, and target achievement Provide recommendations to senior management based on data analysis Ensure CSI-related documentation and records are maintained correctly
###

Qualifications and Experience

Bachelor's degree in Business Administration, Customer Experience, or a related field 3+ years of experience in a supervisory role within a CSI, after-sales, or customer service environment Excellent analytical skills with experience in data reporting and trend analysis
###

Skills and Personal Attributes

Strong leadership and team management skills Proficiency in Microsoft Excel, CRM tools, and CSI reporting systems * Own and live up to company values