---

1. Main Function of the Role

The Customer Care Manager is responsible for ensuring the highest quality of customer service and satisfaction for Pupkewitz Toyota and Lexus customers. The role involves overseeing all customer-related activities within the service department to maintain exceptional customer experience standards.

 

2. Key Performance Areas

• Manage Toyota and Lexus After-Sales Customer Care and Experience.
• Supervise and coordinate customer care operations to ensure excellent service delivery.
• Resolve complex customer issues and provide support to frontline staff.
• Monitor daily customer feedback (e.g., IPSOS surveys) and implement corrective actions to meet OEM targets.
• Develop and maintain innovative customer service procedures and standards.
• Foster strong communication channels with customers and internal teams.

 

3. Qualifications and Experience

• Minimum of Grade 12 and a diploma in Marketing, Business Administration, or a related field.
• At least 5 years of relevant experience in the automotive, hospitality, or service industry.
• 3–4 years of experience in customer service or management roles.
• Valid driver’s license.
• Namibian citizenship is mandatory.
• Proficiency in computer applications (Microsoft Word, Excel, PowerPoint).
• Knowledge of V10 systems and Toyota/Lexus systems is an added advantage.

 

4. Skills and Attributes

• Strong leadership and supervisory capabilities.
• Excellent skills in presenting and communicating information.
• Persuasion and influencing abilities.
• Ability to apply technical knowledge, skills, and expertise effectively.
• Results-driven with a focus on meeting and exceeding customer expectations.

---