Aftersales Customer Service Officer Job at CIG Motors Limited

CIG Motors Co., Ltd has begun on a soft landing since 2014 following a pact signed with Guangzhou Automobile Group Co., Ltd (GAC MOTOR) to establish and manage distribution networks in Nigeria, Africa.

In compliance with Federal Government requirements, CIG Motors has an assembly plant in Nigeria producing high quality passenger vehicles built with the exact same standards as GAC Group. Located at KM15, Ikorodu Road, By FAMAD(BATA), Ojota, Lagos, Nigeria. CIG Motors is renowned for delivering quality vehicles and excellent customer care.

We are recruiting to fill the position below:

Job Position: Aftersales Customer Service Officer

Job Location: Iworoko, Ado-Ekiti - Ekiti
Job type: Full-time

Job Summary

• The Aftersales Customer Service Representative is responsible for providing exceptional customer support post-purchase, ensuring customer satisfaction, and maintaining long-term relationships. 
• This role involves handling customer inquiries, coordinating service requests, resolving complaints, and ensuring a seamless aftersales experience. 
• The ideal candidate should possess strong communication skills, a customer-centric attitude, and a thorough understanding of automobile aftersales processes.

Key Responsibilities
Customer Support & Service Coordination:

• Serve as the primary contact for customers seeking aftersales support, including vehicle servicing, repairs, and maintenance.
• Handle customer inquiries, complaints, and service requests promptly and professionally.
• Schedule service appointments and ensure timely follow-up on all customer requests.
• Coordinate with the workshop, parts department, and service advisors to deliver efficient aftersales services.
• Inform customers about service timelines, costs, and any additional work required.

Customer Relationship Management:

• Maintain accurate records of customer interactions, service history, and feedback.
• Build and maintain strong relationships with customers to enhance loyalty and repeat business.
• Conduct follow-up calls post-service to ensure customer satisfaction and address any unresolved issues.
• Assist in implementing customer retention programs and loyalty initiatives.

Documentation & Reporting:

• Ensure accurate documentation of service requests, invoices, and customer records.
• Prepare and submit regular reports on customer feedback, service quality, and complaint resolution.
• Ensure compliance with company policies and industry standards in handling customer data.

Quality Assurance & Process Improvement:

• Monitor the quality of aftersales services and identify areas for improvement.
• Collaborate with the aftersales team to enhance service delivery and customer experience.
• Provide insights and suggestions to improve customer service processes.

Requirements

• Bachelor’s Degree or Diploma in Business Administration, or a related field.
• 2+ years of experience in customer service, preferably within the automobile industry’s aftersales department.
• Strong communication and interpersonal skills with a customer-first mindset.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and work under pressure.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and customer management systems.
• Knowledge of automobile aftersales processes, including servicing and parts management.
• Ability to maintain professionalism and confidentiality while handling sensitive information.

Benefits

• Competitive Salary
• 13th Month Allowance
• Leave Allowance
• Monthly Performance Bonus
• Retirement Savings
• Robust Medical Coverage
• Daily Lunch
• Employee Car Ownership Scheme
• Learning & Development Budget
• Group Life Insurance
• Paid Time Off
• Opportunity to work in a fast-paced and dynamic environment.