Customer Care Executive at KIA Motors

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

1. Contact customers ahead of scheduled maintenance or service appointments to remind them and confirm attendance.
2. Reach out to customers after service completion to assess satisfaction levels and gather feedback on the quality of work.
3. Receive, document, and resolve customer complaints and queries, ensuring issues are escalated to the appropriate department when necessary.
4. Collaborate with workshops, spare parts, and service teams to address customer concerns and ensure timely resolutions.
5. Kia on Road (KOR) Assistance – Provide remote support to stranded customers and coordinate with the workshop technical team to deliver on-site rescue services when required.
6. Arrange alternative vehicles for customers whose cars are undergoing extended repairs, ensuring proper documentation and follow-up.
7. Draft and send professional emails, bulk SMS, and promotional messages to keep customers informed of services, offers, and campaigns.
8. Issue invoices to customers promptly and accurately, and ensure they are properly tracked.
9. Respond to service-related emails, inquiries, and requests from customers in a timely and professional manner.
10. Liaise with the accounts department to raise, track, and resolve customer refund requests.
11. Support service marketers in visiting corporate clients, conducting feedback sessions, and gathering insights to improve services and product offerings.
12. Prepare and submit detailed reports on corporate client visits, capturing key concerns and recommendations for improvement.
13. Contact customers to inform them of new campaigns, promotions, and special offers, and encourage participation.
14. Compile and submit daily call reports summarising the number of customers reached, concerns raised, and feedback collected.
15. Ensure timely service reminder calls and appointment confirmations with customers.
16. Conduct follow-up calls after service completion to assess satisfaction and gather feedback.
17. Record, track, and resolve customer complaints within the defined turnaround time.
18. Collaborate with workshops, spare parts, and service teams to address and resolve customer concerns promptly.
19. Manage Kia on Road (KOR) requests, providing immediate remote support and coordinating rescue services as required.
20. Arrange courtesy vehicles for customers during extended repairs, ensuring proper documentation and follow-up.
21. Draft and send professional communication (emails, bulk SMS, promotional messages, and invoices) to customers accurately and on time.
22. Respond to service-related inquiries and refund requests promptly, coordinating with relevant departments to ensure resolution.
23. Prepare and submit accurate daily and periodic reports (call logs, client visits, customer feedback, and campaign outcomes) within agreed timelines.

Qualification

1. BSC/ HND in in Business Administration, Marketing, Communications, or a related field.
2. 1–3 years of experience in customer service, preferably in the automotive or service industry.
3. Excellent communication, negotiation, and interpersonal skills.
4. Strong problem-solving and conflict resolution abilities.
5. Proficiency in MS Office (Word, Excel, PowerPoint) and CRM software.
6. Ability to multitask, manage competing priorities, and work effectively under pressure.
7. Customer-oriented mindset with attention to detail and accuracy.