Customer Care Executive at KIA Motors

About the Role

The Customer Care Executive will be responsible for ensuring excellent customer service experiences by handling inquiries, resolving complaints, coordinating service support, and maintaining strong client relationships. The role requires proactive communication with customers, collaboration with internal departments, and accurate reporting to support continuous improvement in service delivery.

Key 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 the roadside assistance program 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 and promotions

Location

Lagos, Nigeria