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.
