Customer Care Executive

Job description

About Talent House Ltd

We 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.

About the Client 

Our 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.

About the Role

Our 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.

Job Purpose

To 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.

Key Responsibilities

1. Customer Interaction & Support

Handle inbound and outbound customer calls related to sales, service, and complaints
Provide accurate information regarding vehicle delivery, service schedules, warranties, and offers
Ensure polite, professional, and empathetic communication at all times

2. Customer Follow-ups (OEM Mandated)

Conduct post-sales and post-service follow-up calls in line with OEM guidelines
Confirm customer satisfaction after vehicle delivery and service visits
Record customer feedback and escalate concerns within defined turnaround time (TAT)

3. Complaint Handling & Resolution

Log customer complaints in CRM/DMS systems
Coordinate with sales, service, and parts departments to ensure timely resolution
Track complaint status and ensure closure within OEM-specified timelines

4. CRM & Data Management

Maintain accurate customer records in CRM/DMS tools
Update call logs, feedback, and resolution status regularly
Generate daily and weekly customer care reports as required

5. OEM Process Compliance

Follow OEM Customer Experience (CX) processes, scripts, and call formats
Support CSI (Customer Satisfaction Index) and NPS (Net Promoter Score) improvement initiatives
Participate in OEM audits and dealership process reviews

6. Customer Retention & Loyalty

Promote service reminders, AMC, extended warranty, and loyalty programs
Encourage repeat visits and long-term customer relationships
Identify potential churn risks and proactively engage customers

Key Performance Indicators (KPIs)

Customer Satisfaction Scores (CSI / NPS)
Call quality and adherence to OEM scripts
Complaint resolution turnaround time (TAT)
Follow-up completion rate
Data accuracy within CRM/DMS systems

Desired Skills and Experience

Educational Qualification

Graduate (preferred) / Diploma or equivalent

Experience

1–3 years’ experience in customer care, CRM, or call centre roles
Automobile dealership experience preferred

Skills & Competencies

Strong verbal and written communication skills
Customer-centric attitude
Basic computer literacy (CRM/DMS systems, MS Excel)
Strong problem-solving and coordination skills
Ability to handle pressure and manage difficult customers professionally

Working Conditions

Dealership office or call centre environment
May require weekend or shift work in line with dealership operations

Compensation

The incumbent will receive a competitive salary commensurate with experience.

To Apply

Please send your CV to careers@talenthousepeople.com before 19th February, 2026.