Customer Care Executive

About Talent House Ltd

We are a premier recruitment and human resource consulting company dedicated to connecting people and corporations to fulfill mutual objectives. Our innovative and adaptable approaches empower individuals to find their career paths while helping companies attract, develop, and retain suitable talent.

About The Client

Platus Zambia Limited, operational since 1981, is a distinguished distributor of BMW, Mazda, and Saurer vehicles in Zambia. The firm is recognized for providing quality vehicles, dependable after-sales services, and strictly following international OEM standards.

Role Overview

The Customer Care Executive (CCE) will be part of the Customer Relations, Service, and Sales Support team. This position focuses on achieving high customer satisfaction and loyalty by proactively managing interactions, addressing inquiries and complaints, conducting follow-ups, and ensuring compliance with OEM customer experience protocols across sales and service domains. Reporting is to the Service Manager.

Responsibilities

• Handle inbound and outbound customer calls concerning sales, services, and complaints.
• Provide precise details related to vehicle delivery timelines, service schedules, warranty coverage, and available promotions.
• Maintain respectful, professional, and empathetic communication at all times.
• Perform post-sales and post-service follow-up calls in accordance with OEM instructions.
• Verify customer satisfaction following vehicle delivery and service appointments.
• Document customer feedback and escalate issues within the prescribed turnaround time.
• Register customer complaints in CRM or DMS platforms.
• Collaborate with sales, service, and parts teams for prompt complaint resolution.
• Monitor complaint statuses and ensure closure within OEM-required periods.
• Update and maintain accurate customer records in CRM/DMS databases.
• Regularly log calls, feedback, and resolution progress.
• Produce daily and weekly reports on customer care activities.
• Adhere to OEM customer experience procedures, including scripts and call formats.
• Support initiatives to enhance Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
• Participate in OEM-driven audits and dealership process evaluations.
• Promote reminders for service, Annual Maintenance Contracts (AMC), extended warranties, and customer loyalty programs.
• Encourage repeat business and foster long-term customer relationships.
• Identify potential customer churn and engage proactively to retain clients.

Key Performance Indicators

• Customer Satisfaction Scores measured by CSI and NPS.
• Quality of calls and compliance with OEM scripts.
• Timeliness in resolving complaints within the stipulated turnaround time.
• Completion rate of customer follow-ups.
• Accuracy of data entry into CRM/DMS systems.

Desired Qualifications and Experience

• Educational qualification preferably a graduate degree; diplomas or equivalent accepted.
• Between one to three years of experience in customer care, CRM, or call center functions.
• Previous experience within automobile dealerships is advantageous.

Required Skills and Attributes

• Effective verbal and written communication capabilities.
• Customer-focused mindset and approach.
• Basic proficiency in computer tools such as CRM/DMS and MS Excel.
• Strong problem-solving abilities and coordination skills.
• Capability to perform under stress and manage challenging customer interactions professionally.

Work Environment and Conditions

• The work setting will be in a dealership office or call center.
• Shift work or weekend duties may be necessary to align with dealership operating hours.

Compensation

The successful candidate will be offered a competitive salary that reflects their experience level.