Customer Care Executive at Dana Group

About the Role

We invite applications from suitably qualified candidates for the position of Customer Care Executive.

Responsibilities

• Contact customers ahead of scheduled maintenance or service appointments to remind them and confirm attendance
• Reach out to customers after service completion to assess satisfaction levels and gather feedback on the quality of work
• Receive, document, and resolve customer complaints and queries, ensuring issues are escalated to the appropriate department when necessary
• Collaborate with workshops, spare parts, and service teams to address customer concerns and ensure timely resolutions
• Provide remote support to stranded customers through Kia on Road (KOR) Assistance and coordinate with the workshop technical team to deliver on-site rescue services when required
• Arrange alternative vehicles for customers whose cars are undergoing extended repairs, ensuring proper documentation and follow-up
• Draft and send professional emails, bulk SMS, and promotional messages to keep customers informed of services, offers, and campaigns
• Issue invoices to customers promptly and accurately, and ensure they are properly tracked
• Respond to service-related emails, inquiries, and requests from customers in a timely and professional manner
• Liaise with the accounts department to raise, track, and resolve customer refund requests
• Support service marketers in visiting corporate clients, conducting feedback sessions, and gathering insights to improve services and product offerings
• Prepare and submit detailed reports on corporate client visits, capturing key concerns and recommendations for improvement
• Contact customers to inform them of new campaigns, promotions, and special offers, and encourage participation
• Compile and submit daily call reports summarising the number of customers reached, concerns raised, and feedback collected

Requirements

• B.Sc / HND in Business Administration, Marketing, Communication, or a related field
• 1-3 years of experience in customer service