Customer Experience Specialist (Interaction Center)

Porsche Singapore Pte. Ltd.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Porsche Singapore is seeking a Customer Experience Specialist to enhance service delivery and ensure customer satisfaction. The role includes managing customer interactions across multiple channels, addressing complex inquiries, and providing insights for campaign performance. Candidates should be skilled in customer service, problem-solving, and data analysis.

Qualifications

• Experience in customer service roles with a focus on satisfaction.
• Ability to handle multiple communication channels effectively.
• Strong problem-solving and analytical skills.

Responsibilities

• Deliver professional customer service across various channels.
• Investigate and resolve customer complaints and queries.
• Support data tasks including reporting and campaign management.

Skills

Customer Service

Problem Solving

Communication

Data Analysis

Job description

Tasks

Porsche Singapore is offering a vacancy as Customer Experience Specialist within its Marketing team.

The Customer Experience Specialist is responsible for delivering a professional, prompt and best-in-class service experience to customers across various communication channels. This role aims to create excitement and build trust, ultimately achieving the overall targeted customer satisfaction.Handle customer interactions by processing, coordinating, and following up on requests and queries across different channels (including online chat, social media, inbound and outbound calls, and emails), ensuring satisfaction through proactive follow-ups.Investigate complex cases or complaints submitted by customers and provide resolutions to the cases/complaints, including working with various stakeholders and crafting replies.Log all queries and requests accordingly into the Porsche inhouse system and update the status and resolution on a timely basis.Ensure secure handling of IT systems and maintenance of customer records in the Customer Relationship Management database.Support data and reporting tasks, including report preparation, assistance in data cleaning, extraction, segmentation, and qualification. Additionally, identify and analyze market needs, and provide regular reports on customer insights, campaign performance, and case resolutions to internal stakeholders, ensuring business retention and growth.Provide support for campaign activities, which includes managing guest RSVPs, consolidating guest data, overseeing actual-day campaign registration, and other duties as assigned.Pre-qualify all campaign leads for the Porsche Consultants.Perform all other adhoc duties and projects as assigned.For more detail, salary and company information, use the apply link