Customer care specialist

Responsibilities

• Manage and promptly resolve customer complaints and claims
• Analyze and prevent potential buy‑back cases
• Oversee the timely acceptance and resale of buyback vehicles
• Process advance payments for buyback to partners
• Collect necessary information and documentation for amicable settlements, pre‑approve the need or amicable agreements
• Improve collaboration with dealers and other Kia subdivisions to resolve customer issues
• Supervise the Kia Contact Center operations
• Conduct audits, training, and certification of dealers to effectively handle customer claims, prevent buy‑backs, and address fraudulent claims
• Support and supervise CIS distributors in customer care processes
• Collaborate closely with Warranty, Quality, Hotline, Legal, and Accounting teams
• Maintain close cooperation with key partners (factories)
• Develop and submit proposals for improving after‑sales business processes for KRU dealers
• Support and develop KRU internal customer care processes and IT systems
• Prepare reports and presentations

Requirements

• Experience in customer care operation process (at a dealership or distributor)
• Knowledge of the Consumer Protection Law
• Excellent verbal and written communication skills
• Vehicles basic technical knowledge
• English (Intermediate level)
• Awareness of dealers’ aftersales service processes
• Initiative and a desire to grow in customer care
• Self‑organization and ability to independently solve routine tasks
• Advanced skills in Microsoft Office (PowerPoint, Excel)

Conditions

• Temporary contract
• Work in one of the largest international companies
• Official employment, compliance with the Labor Code of the Russian Federation
• Voluntary medical insurance policy (extended with dentistry), life and accident insurance
• Paid sick leave up to 100% of salary
• Meal compensation
• Fitness compensation
• Five-day work week (hybrid work format: one day a week remotely)
• Office in the center of Moscow (7 minutes from Paveletskaya or Serpukhovskaya metro stations)