Customer Care Executive

Role Overview

This role is the main point of contact for vehicle owners from the moment they enter the workshop until they collect their vehicle. You will manage appointments, keep customers updated on repair progress, and work closely with technicians to ensure the service floor runs smoothly. Your ability to coordinate and communicate clearly directly protects the workshop’s reputation and encourages repeat business.

Key Responsibilities

• Welcome customers upon arrival, confirm their vehicle details, capture all service requests, and ensure the agreed work scope is signed off before the vehicle enters the workshop.
• Liaise with technicians throughout the day to track job-card progress and give customers reliable, realistic updates on when their vehicle will be ready.
• Make proactive follow-up calls for routine maintenance reminders, repair status updates, and post-service satisfaction checks to confirm every job was completed to expectation.
• Handle customer complaints calmly and professionally, document each issue thoroughly, and escalate unresolved technical disputes to the service manager when needed.
• Explain service invoices to customers, breaking down labour costs, parts charges, warranty coverage, and any recommended future maintenance clearly and honestly.
• Keep accurate customer records in the workshop management system, updating job statuses, completed work, contact information, and service history for every visit.
• Identify and suggest valid additional services when inspection reports support them, such as brake replacements, wheel alignment, or filter changes, without pressuring customers.

Requirements & Qualifications

• A certificate, diploma, or degree in business administration, front office management, public relations, hospitality, or sales.
• At least 3 years of hands-on customer service experience, preferably in an automotive workshop, dealership service centre, or a similar vehicle maintenance environment.
• Working knowledge of vehicle servicing terms, standard repair procedures, and the typical stages of a job card from check-in to final quality control.
• Proven ability to coordinate between customers and workshop staff while keeping everyone informed and avoiding misunderstandings.
• Strong complaint resolution and follow-up skills, with a patient and professional approach even under pressure.
• Comfortable using basic software tools and workshop management or DMS systems to log information and retrieve customer histories.
• Fluency in both Kiswahili and English, with clear written and spoken communication skills.