Department: Motor Department
Position Title: Customer Service Officer
Reports to: After sales Manger
Location: Addis Ababa, Ethiopia
Employment Type: Full-time
Job Summary
The Customer Service Officer is responsible for ensuring a high level of customer satisfaction by managing customer inquiries, service requests, and after-sales support activities. The role serves as a key link between customers and the after-sales technical team, ensuring timely communication, service coordination, and resolution of customer concerns in line with company standards.
Key Responsibilities
- Serve as a contact person for customers regarding after-sales services, maintenance, and warranty inquiries.
- Receive, record, and follow up on customer complaints, service requests, and feedback to ensure timely resolution.
- Coordinate with workshop, technical, and sales teams to schedule service appointments and repairs.
- Maintain accurate customer records, service histories using the ERP or customer management system.
- Communicate service updates, timelines, and costs clearly to customers.
- Support customer satisfaction initiatives and ensure service standards are consistently met.
- Assist in preparing service reports and customer feedback summaries for management review.
- Follow up with customers after service completion to confirm satisfaction and address any remaining concerns.
- Ensure compliance with company policies, service procedures, and customer service best practices.
Qualifications & Requirements
- Bachelor’s degree in business administration, Marketing, Management, or a related field.
- A minimum of 2 years of experience in customer service, preferably in automotive, after-sales, or service-oriented environments.