KAKI PLC is an official dealer and assembler of ISUZU vehicle in Ethiopia. It is also engaged in different business lines including import, export, metal fabrication, after sales services, and cargo freight transport operations. The company wishes to employ a qualified professional for the Customer Relation Officer position.

General Duties and Responsibilities:

Responsible for ensuring that customers are satisfied at all times; investigate customer complaints and recommend workable solutions that will improve customer satisfaction while maintaining company business interests.

Specific Duties and Responsibilities:

• Participate in the process of development of customer service procedures, policies, and standards with a specific emphasis on customer service delivery and satisfaction.

• Understand customer service requirements by maintaining contact with customers, visiting operational workplaces, conducting surveys, and analyzing information.

• Ensure that service is being delivered to customers according to standards set by the Automotive Workshop.

• Coordinate and seek support from the CRM to increase the level of customer satisfaction.

• Determine and addresses the customer’s needs, problems, complaints, requests, questions and deadlines in a business-like manner and based on the services standards.

• Direct and communicate the customer’s complaints, comments or needs to the appropriate departments for diagnosis, and verify with those department(s) that the appropriate services have been provided to customers.

• Monitor and coordinate with Service and Parts departments to provide superior customer service that exceed customer expectations while staying within the company policies and guidelines.

• Establish a trusting relationship based on integrity and fairness with customers and demonstrate a sincere concern for them and thereby creating loyal customers.

• Coordinate with managers and supervisors to discuss possible improvements to customer services procedures.

• Participate in meetings with clients and work units or departments to discuss complaints and other issues associated with service delivery and customer satisfaction.

• Educate and update customers by using applicable methods about changed products and/or service offerings, price and other aspects.

• Educate and train staff to increase awareness of employees about the need and requirements of customer retention programs.

• Compile monthly services provided and part sales reports for submission to the CRM.

• Prepare periodic performance reports for submission to the Kera Branch Workshop Manager.

Job Requirements

Required Number           :  1(One) 

Qualification                    :  BA Degree in Marketing, Business Administration or related field

Work Experience            :  4 years in a related role

Skills and Abilities:

• Communication – both verbal and written

• Computer literate

• Networking, conversation ability, and interpersonal skill

• Strong client-facing and communication skills

• Customer service orientation

How To Apply

Interested applicants who fulfill the job requirements listed above can submit their application letter, CV’s and testimonials via our e-mail: adminhr@kakiplc.com in person to the company head office at the following address. 

ADDRESS:

KAKI P.L.C:

Addis Ababa – Ethiopia, Street to Gerji Jackros on the way to Egziabherab Church in front of mega printing press

For additional information please call us 

Tel. No.: +251911515694