Customer Care Executive

Key Responsibilities

• Welcome customers and provide a professional and friendly customer experience.
• Coordinate communication between customers and the service floor throughout the vehicle servicing process.
• Receive, respond to, and resolve customer inquiries, concerns, and complaints in a timely and professional manner.
• Follow up with customers before, during, and after service to ensure customer satisfaction.
• Maintain accurate customer records and service-related information.
• Assist in managing customer appointments and service schedules.
• Support job-card coordination and ensure customers receive timely updates on service progress.
• Liaise with service advisors, technicians, and other departments to ensure efficient service delivery.
• Promote excellent customer relationships and encourage repeat business.
• Utilize customer management systems and other software tools to support daily operations.
• Perform any other customer service duties assigned by management.

Qualifications and Requirements

• Certificate, Diploma, or Degree in Business Administration, Front Office Management, Public Relations, Hospitality, Sales, or a related field.
• Minimum of 3 years' experience in customer service, preferably in an automotive workshop or dealership service center.
• Working knowledge of vehicle servicing terms and job-card processes.
• Proficiency in customer coordination between the service floor and clients.
• Strong complaint handling and customer follow-up skills.
• Comfortable using basic software applications and Dealer Management Systems (DMS).
• Good communication skills in both Kiswahili and English.

Key Competencies

• Excellent customer service orientation.
• Strong communication and interpersonal skills.
• Problem-solving and conflict resolution.
• Attention to detail.
• Organizational and time management skills.
• Ability to work under pressure in a fast-paced environment.
• Teamwork and collaboration.
• Professionalism and integrity.