Overview

Job Title: Customer Care Manager

Location: Lilongwe, Malawi

Job Type: Full-Time

About the Role

Carbon Auto & Tyre Limited is seeking an experienced, customer-focused, and results-driven Customer Care Executive Manager to lead our customer service operations. The successful candidate will be responsible for developing and implementing customer experience strategies, managing the customer care team, and ensuring exceptional service delivery that strengthens customer loyalty and enhances the company’s reputation.

Key Responsibilities

• Lead and manage the Customer Care Department
• Develop and implement customer service policies, procedures, and service standards.
• Monitor customer interactions and ensure timely resolution of complaints and inquiries.
• Analyze customer feedback and recommend initiatives to improve customer satisfaction.
• Train, mentor, and develop Customer Care Executives to achieve performance objectives.
• Collaborate with Sales, Workshop, and Operations teams to enhance customer experience.
• Drive customer retention and loyalty programs.
• Ensure compliance with company policies and customer service standards.
• Identify opportunities for process improvements and service excellence.
• Manage & record daily petty cash operations of the branch
• Record and post daily sales of the branch.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Marketing, Public Relations, Customer Service Management, or a related field.
• Minimum of 5 years' experience in customer service, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of customer relationship management principles.
• Experience in the automotive industry will be an added advantage.
• Proficiency in Microsoft Office and customer management systems.
• Must have knowledge in accounting package(Tally).

How to Apply

• Please send your CV and a cover letter to macheka@carbon365.com with the subject line: Application for Customer Care Executive Manager - [Your Name].Dateline for receiving applications is on 14th of August 2026.