Customer Experience Executive

ComfortDelGro Engineering Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the mobility sector is seeking a Customer Experience Executive to lead service excellence and foster a customer-centric culture. The ideal candidate will drive initiatives based on customer feedback, oversee service delivery standards, and collaborate on training programs to enhance customer interactions. With a dynamic work environment and opportunities for growth, this role is perfect for passionate individuals eager to make an impact in a trusted brand.

Qualifications

• Minimum 3 years of experience in customer experience or service excellence.
• Proven resolution of customer feedback and complaints.
• Experience in leading service audits and implementing SOPs is advantageous.

Responsibilities

• Develop and maintain service excellence standards across all touchpoints.
• Engage proactively with customers to enhance their experience.
• Oversee cleanliness and professionalism in customer-facing areas.

Skills

Communication

Interpersonal Skills

Analytical Skills

Proactive Mindset

Education

Degree in Business, Hospitality, Customer Service, or related field

Job description

Why Join Us

At ComfortDelGro, we believe that exceptional service starts with passionate people. As a Customer Experience Executive, you won’t just be supporting our frontlines - you’ll be leading the charge in creating memorable experiences that keep our customers coming back.

Join us and you’ll:

• Make a real impact — play a key role in shaping a customer-first culture across our workshops.

• Grow your career — gain valuable cross-functional exposure and collaborate with a dynamic, high-performing team.

• Drive innovation — turn customer insights into action and champion new ideas that elevate service standards.

• Be part of something bigger — join a trusted brand that’s transforming mobility, with customer excellence at the heart of everything we do.

If you're energetic, customer-obsessed, and ready to drive change — this is your moment.

Job Purpose

We are looking for a highly driven Customer Experience Executive with a proven track record to lead and elevate the customer experience across all touchpoints. The ideal candidate will play a pivotal role in shaping a customer-first culture, ensuring service excellence, and driving business growth through superior service delivery and insight-driven improvements.

Key Responsibilities

• Develop Service Excellence Standards

  • Establish and maintain exemplary service standards, including personal grooming and housekeeping, that serve as a competitive edge for our brand.

• Drive Consistent Service Delivery

  • Ensure all service staff uphold the defined standards, delivering smooth and consistent experience at every stage of the customer journey.

• Customer Engagement & Feedback Management

  • Engage with customers proactively to identify service gaps and recommend enhancements to improve their experience.

  • Handle and manage customer enquiries and feedback across multiple channels, including calls, emails, and WhatsApp.

• Experience Ownership Across Touchpoints

  • Oversee and ensure the cleanliness, professionalism, and welcoming ambiance of all customer-facing areas such as the reception and lounge.

  • Ensure every interaction leaves customers with a lasting, positive impression.

• Champion Customer-Centric Culture

  • Act as an internal ambassador and change agent to foster a customer-focused mindset across the organisation.

  • Promote a culture of total customer experience excellence among all service staff and inspire them to harness this as a driver of business success.

• Training & Development Collaboration

  • Collaborate with the Organisational Development team to design and implement training programmes that enhance customer experience across all touchpoints.

• Insights, Reporting & Analysis

  • Track and analyse customer feedback and complaints, Google reviews, and other customer data sources.

  • Conduct customer satisfaction surveys, mystery audits, and insights surveys.

  • Present findings and actionable insights to relevant stakeholders, identifying gaps and recommending solutions.

Requirements

• Degree in Business, Hospitality, Customer Service, or related field

• Minimum 3 years of proven experience in customer experience or service excellence roles, preferably in automotive, hospitality, or retail industries

• Proven track records to resolve customer feedbacks and complaints

• Proven track records to drive customer service to a new level

• Strong communication and interpersonal skills

• Excellent analytical skills with the ability to translate customer data into actionable insights

• Confident, proactive, and customer-obsessed mindset

• Experience in leading service audits, implementing SOPs, and training staff is an advantage

• Comfortable working across departments and engaging with both frontliners and management