About Talent House Ltd
\nWe are a leading recruitment and HR consulting firm that operates as a link between people and companies in achieving a shared purpose. We offer creative, effective, and flexible solutions that help individuals discover their career paths while enabling organisations to recruit, develop, and retain the right talent.
\nAbout the Client\u00a0
\nOur client, Platus Zambia Limited, has been in operation since 1981 and has established itself as a leading distributor of BMW, Mazda, and Saurer vehicles in Zambia. The company is known for delivering quality vehicles, reliable after-sales services, and adhering to international OEM standards.
\nAbout the Role
\nOur client is seeking a Customer Care Executive (CCE) to join the Customer Relations \/ Service \/ Sales Support Department. The role is responsible for ensuring high levels of customer satisfaction and loyalty by proactively managing customer interactions, handling queries and complaints, conducting follow-ups, and supporting OEM-mandated customer experience processes across sales and service functions. The position reports to the Service Manager.
\nJob Purpose
\nTo ensure high levels of customer satisfaction and loyalty by proactively managing customer interactions, handling queries and complaints, conducting follow-ups, and supporting OEM-mandated customer experience processes across sales and service functions.
\nKey Responsibilities
\n1. Customer Interaction & Support<\/p>\n
Handle inbound and outbound customer calls related to sales, service, and complaints
\nProvide accurate information regarding vehicle delivery, service schedules, warranties, and offers
\nEnsure polite, professional, and empathetic communication at all times<\/p>\n
2. Customer Follow-ups (OEM Mandated)<\/p>\n
Conduct post-sales and post-service follow-up calls in line with OEM guidelines
\nConfirm customer satisfaction after vehicle delivery and service visits
\nRecord customer feedback and escalate concerns within defined turnaround time (TAT)<\/p>\n
3. Complaint Handling & Resolution<\/p>\n
Log customer complaints in CRM\/DMS systems
\nCoordinate with sales, service, and parts departments to ensure timely resolution
\nTrack complaint status and ensure closure within OEM-specified timelines<\/p>\n
4. CRM & Data Management<\/p>\n
Maintain accurate customer records in CRM\/DMS tools
\nUpdate call logs, feedback, and resolution status regularly
\nGenerate daily and weekly customer care reports as required<\/p>\n
5. OEM Process Compliance<\/p>\n
Follow OEM Customer Experience (CX) processes, scripts, and call formats
\nSupport CSI (Customer Satisfaction Index) and NPS (Net Promoter Score) improvement initiatives
\nParticipate in OEM audits and dealership process reviews<\/p>\n
6. Customer Retention & Loyalty<\/p>\n
Promote service reminders, AMC, extended warranty, and loyalty programs
\nEncourage repeat visits and long-term customer relationships
\nIdentify potential churn risks and proactively engage customers<\/p>\n
Key Performance Indicators (KPIs)<\/p>\n
Customer Satisfaction Scores (CSI \/ NPS)
\nCall quality and adherence to OEM scripts
\nComplaint resolution turnaround time (TAT)
\nFollow-up completion rate
\nData accuracy within CRM\/DMS systems<\/p>\n
Desired Skills and Experience
\nEducational Qualification<\/p>\n
Graduate (preferred) \/ Diploma or equivalent<\/p>\n
Experience<\/p>\n
1\u20133 years\u2019 experience in customer care, CRM, or call centre roles
\nAutomobile dealership experience preferred<\/p>\n
Skills & Competencies<\/p>\n
Strong verbal and written communication skills
\nCustomer-centric attitude
\nBasic computer literacy (CRM\/DMS systems, MS Excel)
\nStrong problem-solving and coordination skills
\nAbility to handle pressure and manage difficult customers professionally<\/p>\n
Working Conditions<\/p>\n
Dealership office or call centre environment
\nMay require weekend or shift work in line with dealership operations<\/p>\n
Compensation
\nThe incumbent will receive a competitive salary commensurate with experience.
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