Job Description
WELCOME TO OLX
If you have a vision and are passionate about the same things we are, we'd love to meet you!
At AutoTrader, we put much effort into creating an environment that will produce world-class solutions. We allow team members to take ownership of their work and see it through from beginning to end whilst drawing on the team's collective experience. As a team, we discuss problems, brainstorm, and settle on the best solution.
Based in Randburg, Johannesburg, we are affiliated with the global OLX organization.
We are always on the lookout for ambitious and passionate people to join our team.
At OLX, we're building marketplace sustainable ecosystems that millions of people depend on every month – to buy and sell cars, find homes, land jobs, and trade secondhand goods. It's commerce that matters: safe, smart, and environmentally responsible
We do this with courage to innovate, commitment to outcomes, collaboration across 50+ nationalities and 7 markets, and a customer-led approach that puts real people first. Add a desire to win – and you get a culture that's ambitious, fast-moving, and built on trust.
Our brands – including AutoTrader, OLX, Otomoto, Property24, and more– are loved by millions. And we're backed by Prosus, one of the world's largest tech investors.
Join OLX and see how far you can go
The primary goal is to provide comprehensive support to all Inland and coastal Commercial Dealers telephonically, ensuring their continued partnership with Autotrader by delivering exceptional dealer support services.
Key Responsibilities Include
Management of Autotrader Profile
Oversee and optimize each dealer’s Autotrader profile to maximize visibility and effectiveness.- Ensure that the dealers profiles have been kept updated
Regularly update dealer profiles to maintain accuracy and relevance.
- Stocking Strategy:
- Analyse market trends and demand data to recommend effective stocking strategies for commercial vehicles.
- Customer Query Resolution:
- Address customer inquiries promptly to maintain high levels of service excellence and satisfaction. Assisting with any Invoice related queries
- Compliance with Service Levels:
- Ensure all tasks are performed within agreed service levels to consistently meet performance standards.
Commitment to Corporate Values
Demonstrate commitment to the corporate value system, as outlined in The Road Less
Travelled, in all professional activities
Responsibilties
- Training and General Understanding of Profile management
- Ensure that dealers are trained on managing their Autotrader profile and The Autotrader online portal
System and Process Training
Provide training to dealers on all relevant systems and processes, including but not limited to:
- Manage
- Call Tracker
- Ratings and Reviews
- Imange quality training
- Stats and Metrics
Profile Setup and Product Loading
Verify the correct setup of dealer profiles and confirm that all required products have been accurately loaded by Credit Control
- Ensuring that the dealer is on board as per agreed SLA
- Facilitating the setup of the dealer's initial profile and ensuring efficient stock
- loading processes.
- Ensuring that the dealer branding and Dealer BIO is set up on the first visit to the
- dealership
- Conducting training sessions to educate dealers on capturing high-quality images
- for their vehicle listings
Retentions
- Ensure that the CMT dealer base is Retained and maintained
- Ensure that the CMT Revenue line does not drop below current retention value.
- Assist Revenue Groups with : Acquisitions Campaign Sales, Banner Campaign Sales and Lapsed dealer sales
Dealer Service and Support
- Telephonic Dealer Support for inland and coastal dealers
- Monthly Stats meeting
- Ensure that all the dealers stock is loaded according to the required AT
- Standards
- Provide ongoing support to Dealer Partners regarding program-related matters,
- fostering a collaborative and supportive relationship.
- GP Dealer service assist (only when required)
Moderation and Dealer Profiles
- Monitoring and moderating dealer profiles to maintain consistency and adherence to standards
- Managing Ratings and Reviews with the dealers
New Business Management
- Ensure that all newly On Boarded dealers are On Boarded within agreed SLA
- Manage and Maintain all new dealers from a retention perspective
Image Capture Management
- Oversee the management of current stock online, ensuring that it complies with Autotrader requirements, and if necessary, coordinate the retaking of images
Customer Service Excellence
- Uphold a consistently high level of customer service, promptly escalating non-standard queries or concerns according to the established escalation process.
Quality and Accuracy Assurance
- Ensure a stringent adherence to high standards of quality and accuracy in the execution of all tasks associated with dealer support and program implementation
Checklist Completion
- Confirm the completion of the dealer checklist, encompassing training and other pertinent activities
Post-Call Surveys
- Ensure that dealers complete surveys after visits have been conducted, gathering valuable feedback for continuous improvement
Weekly Check-Ins
- Facilitate weekly check-ins between agents and dealers, fostering consistent communication and addressing any emerging concerns or requirement
Weekly Profile Checks
- Conduct weekly checks on dealer profiles to ensure accuracy, completeness, and compliance with program standards.
- The responsibilities encompass a comprehensive range of tasks, from initial training and system setup to ongoing support, quality assurance, and proactive engagement with dealers to maintain a high standard of service and program adherence.
- Administration Responsibilities
Customer Tracking Documentation
- Generate a comprehensive Customer Tracking document for each customer, maintaining a detailed record of interactions, transactions, and relevant information
Dealer Evaluation
- Conduct thorough dealer evaluations both during and after each dealer visit, documenting key observations and feedback for continuous improvement
Profile Status Report Compilation
- Compile a Profile Status Report following each appointment, updating the Customer Tracking document to reflect the latest developments and outcomes
Participation in Departmental Meetings
- Attend and actively participate in weekly and monthly departmental meetings, providing valuable feedback on both challenges and successes
Task Management
- Efficiently manage and complete tasks denoted by the specific directive
Administrative Task Updates
- Ensure the timely completion and accuracy of all administrative tasks, including but not limited to reports on visits, scheduled appointments, feedback documentation, and addressing any customer complaints and escalations
Regular Administrative Review
Regularly review and update administrative records to maintain accuracy and relevance
Documentation of Departmental Feedback
- Document and relay departmental feedback during meetings, fostering a collaborative environment for continuous improvement
Skills
- Detail oriented
- Excellent communication skills both verbal and written
- Excellent application of telephone etiquette
- Ability to work independently and within a team
- Ability to work under pressure
- Ability to multitask
- Customer service skills – handling difficult conversations, building rapport with
- people, etc.
- Fully computer literate – ability to navigate different online platforms, solid use
- and understanding of web/online tools/sites etc.
- Excellent MS office/Google doc skills
Attitude
- Customer orientated – a love for dealing and working with diverse people
- Results & Deadline driven – a need to work towards a deadline and 100% task
- completion
- Organized
- Team player
- Motivated
- Adaptable
- Can do attitude
- Self-starter
About AutoTrader
We are committed to creating a trusted, safe and transparent vehicle e-commerce marketplace that empowers, enables and improves the lifestyles of those we connect while taking the Road Less Traveled.
"We recruit people who share our values. We hire for culture and train for skill" @George Mienie, AutoTrader CEO
To support our commitment to diversity, inclusion, and compliance with South Africa’s Employment Equity Act, we collect gender and race information to help us monitor and promote equal opportunities. Please note that this information is confidential and does not influence hiring decisions, which are based solely on qualifications and experience.
Diversity, Equity and Inclusion at OLX
OLX values diversity and welcomes applicants of all races, ethnicities, disabilities, ages, genders, sexual orientations, religions, backgrounds, and experiences to apply. If this role excites you, we encourage you to apply, even if you don’t meet all the requirements - you may be just the right fit for this or other opportunities with us!
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