Customer Service Officer

Industry: Automotive
Location: Meru.

Salary: 25,000

Reports To: Operations Manager

The Customer Service Officer will be responsible for delivering exceptional customer support to clients within the automotive business. The role involves handling customer inquiries, coordinating service appointments, providing product and service information, resolving complaints, and ensuring a seamless customer experience throughout the customer journey. The ideal candidate will act as the key liaison between customers, the service team, and other internal departments to ensure timely and efficient service delivery.

Key Responsibilities

1. Customer Support & Engagement

●       Serve as the first point of contact for customers via phone, email, and in-person inquiries.

●       Provide accurate information about automotive products, services, maintenance schedules, and company policies.

●       Assist customers with service bookings, vehicle inquiries, and follow-up communications.

●       Maintain professional and friendly communication to ensure a positive customer experience.

2. Service Coordination

●       Schedule and coordinate vehicle service appointments with the workshop and technical teams.

●       Ensure all customer service requests are recorded and followed through to completion.

●       Communicate service timelines, delays, or updates to customers promptly.

3. Complaint Handling & Resolution

●       Handle customer complaints professionally and escalate complex issues when necessary.

●       Work closely with relevant departments to resolve customer concerns in a timely manner.

●       Maintain records of customer complaints and ensure proper follow-up.

4. Customer Relationship Management

●       Build and maintain strong relationships with customers to encourage loyalty and repeat business.

●       Conduct customer satisfaction follow-ups after service or purchase.

●       Maintain and update customer records in the Customer Relationship Management (CRM) system.

5. Documentation & Reporting

●       Maintain accurate records of customer interactions, service history, and transactions.

●       Prepare periodic reports on customer feedback, service requests, and common issues.

●       Ensure proper documentation of service orders, invoices, and service reports.

6. Collaboration

●       Work closely with the sales, technical, and operations teams to ensure customer needs are met.

●       Support the sales team by providing customer insights and assisting with customer engagement activities.

●       Participate in team meetings and training to improve service delivery.

Qualifications & Experience

●       Diploma or Bachelor’s degree in Business Administration, Customer Service, Marketing, Automotive Management, or a related field.

●       Minimum 2–4 years of experience in customer service, preferably within the automotive, logistics, or technical service industry.

●       Experience handling customer complaints and managing service requests.

●       Familiarity with automotive products, services, and maintenance processes is an added advantage.

Key Skills & Competencies

●       Excellent communication and interpersonal skills.

●       Strong problem-solving and conflict resolution abilities.

●       High level of professionalism and customer orientation.

●       Good organizational and time-management skills.

●       Ability to multitask and work in a fast-paced environment.

●       Proficiency in Microsoft Office.

●       Strong attention to detail and record-keeping.

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