Job Purpose

The Customer Service Officer will be responsible for managing and growing the corporate customer portfolio, orienting them to the company products, responding to enquiries, providing information that helps them in making purchasing decisions ensuring exceptional customer service while maintaining maximum profitability. Work with the sales team in sourcing for potential customers and bringing them on board.

Key Responsibilities:

• Meeting company work goals and objectives including sales targets
• Greet customers in a professional and friendly way, schedules appointments, collects vehicle and customer information.
• Supervise all vehicle deliveries, ensuring that each customer is informed of the vehicle’s warranty details, maintenance requirements, and features, particularly those related to safety.
• Introduce customers to service and parts personnel, indicating shop location and hours of operation.
• Follow up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
• Recommend and select the right product to suit the customer’s requirements.
• Cross sell other products by highlighting on their benefits.
• Identify new potential customers by obtaining market information and getting leads from existing clients.
• Communicate new products and services, special developments and any other useful information to customers.
• Ensure customer satisfaction by seeking customer feedback, analysing, effectively and efficiently responding to any complaints.
• Periodically obtain testimonials from customers.
• Create and maintain a fleet profile for all existing and potential customers.
• Carry out market research, competitors and customer surveys to identify emerging customer needs.
• Processing customer invoices and payments, completes customer appointment reminder process and stocks parts and supplies.
• Prepare R.O’s, arranges towing and temporary transportation, maintains automotive records by recording problems, keeps customer service area clean and orderly
• Prepare weekly sales and activity reports and customer feedback reports and submit them to the branch manager/sales manager.
• Contribute in developing sales strategy for the company every beginning and midyear with your sales forecast.
• Develop and monitor the results of a dealership customer service questionnaire.
• Implements customer satisfaction programs.
• Acts as a contact person for any special projects regarding dealership improvements.
• Assists service customers during the morning service rush, when possible.

Required Skills and Competencies

• Excellent communication Skills
• Focusing on customer needs and exceeding expectations.
• Presenting & communicating information effectively.
• Persuading and influencing skills
• Strong organizational skills
• Strong teamwork skills
• Personable approach to ensure good relationship with customer and colleagues
• Attention to detail
• Excellent problem-solving skills for dealing with customer complaint
• Ability to lead, motivate, and develop team members
• Good Computer Literacy.

Primary Areas of Accountability:

Qualifications and Experience

• Bachelor’s degree in a business or sales and marketing
• Must have at least a minimum of 3+ years of experience in customer experience in a similar position in the automobile industry.
• Good knowledge of automobile mechanics.
• A thorough knowledge of their business and the services they provide
• Must posse exceptional customer service skills
• Very good experience dealing with different customer categories
• Very presentable with excellent communication and service promoting skills
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Preferably based in respective location of application with own accommodation (Kitwe or Ndola)

QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION

• Meeting company work goals and objectives including sales targets
• Greet customers in a professional and friendly way, schedules appointments, collects vehicle and customer information.
• Supervise all vehicle deliveries, ensuring that each customer is informed of the vehicle’s warranty details, maintenance requirements, and features, particularly those related to safety.
• Introduce customers to service and parts personnel, indicating shop location and hours of operation.
• Follow up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
• Recommend and select the right product to suit the customer’s requirements.
• Cross sell other products by highlighting on their benefits.
• Identify new potential customers by obtaining market information and getting leads from existing clients.
• Communicate new products and services, special developments and any other useful information to customers.
• Ensure customer satisfaction by seeking customer feedback, analysing, effectively and efficiently responding to any complaints.
• Periodically obtain testimonials from customers.
• Create and maintain a fleet profile for all existing and potential customers.
• Carry out market research, competitors and customer surveys to identify emerging customer needs.
• Processing customer invoices and payments, completes customer appointment reminder process and stocks parts and supplies.
• Prepare R.O’s, arranges towing and temporary transportation, maintains automotive records by recording problems, keeps customer service area clean and orderly
• Prepare weekly sales and activity reports and customer feedback reports and submit them to the branch manager/sales manager.
• Contribute in developing sales strategy for the company every beginning and midyear with your sales forecast.
• Develop and monitor the results of a dealership customer service questionnaire.
• Implements customer satisfaction programs.
• Acts as a contact person for any special projects regarding dealership improvements.
• Assists service customers during the morning service rush, when possible.

• Excellent communication Skills
• Focusing on customer needs and exceeding expectations.
• Presenting & communicating information effectively.
• Persuading and influencing skills
• Strong organizational skills
• Strong teamwork skills
• Personable approach to ensure good relationship with customer and colleagues
• Attention to detail
• Excellent problem-solving skills for dealing with customer complaint
• Ability to lead, motivate, and develop team members
• Good Computer Literacy.

• Bachelor’s degree in a business or sales and marketing
• Must have at least a minimum of 3+ years of experience in customer experience in a similar position in the automobile industry.
• Good knowledge of automobile mechanics.
• A thorough knowledge of their business and the services they provide
• Must posse exceptional customer service skills
• Very good experience dealing with different customer categories
• Very presentable with excellent communication and service promoting skills
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Preferably based in respective location of application with own accommodation (Kitwe or Ndola)