Customer Relations Officer

BYD (Singapore) Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading automotive company in Singapore is seeking a Customer Journey Oversight professional. This role focuses on managing customer interactions across the lifecycle, enhancing service quality, and driving customer satisfaction. The ideal candidate should have a diploma or degree in a relevant field along with experience in customer service or social media. Strong communication skills and a customer-first mindset are essential.

Qualifications

• 2 years of experience in customer service or social media engagement.
• Excellent written communication skills.
• Proactive, organised, and capable of managing multiple conversations.

Responsibilities

• Serve as the main point of contact throughout the customer lifecycle.
• Ensure inquiries, complaints, and concerns are efficiently attended.
• Track customer feedback and prepare regular reports for management.

Skills

Written communication

Social media engagement

Customer service

Proactivity

Organisational skills

Education

Diploma or Degree in Communications, Marketing, Business, Hospitality Management or related field

Job description

Customer Journey Oversight

• Serve as the main point of contact throughout the entire customer lifecycle (pre-sales, purchase, post-sales).
• Monitor and track all social media posts, comments, and messages to ensure timely response and positive brand representation.

Customer Support and Relationship Management

• Ensure inquiries, complaints, and concerns are efficiently attended to maintain customer satisfaction and protect the brand's reputation.
• Ensure all customer interactions are properly logged and tracked systematically for future reference and service continuity.
• Manage the end-to-end resolution of customer complaints, ensuring issues are investigated and closed with appropriate solutions.

Reporting and Feedback Analysis

• Track customer feedback, complaints, and satisfaction scores to identify trends and insights.
• Prepare regular reports for management, highlighting key issues, resolutions, and improvement recommendations.
• Participate in continuous improvement initiatives based on customer insights.

Voice of Customer & NPS Delivery

• Monitor and track NPS results to assess customer sentiment and identify areas for improvement.
• Lead initiatives to improve NPS by enhancing customer touchpoints, service recovery, and follow-up standards.

Internal Collaboration and Process Improvement

• Work closely with internal teams(Sales, Marketing， Aftersales) to relay customer feedback and suggest process improvements.
• Support customer-centric projects and initiatives to elevate the brand’s service standards.

Requirements

• Diploma or Degree in Communications, Marketing, Business, Hospitality Management or related field.
• 2 years of experience in customer service or social media engagement.
• Excellent written communication skills with strong attention to tone, clarity, and empathy.
• Proactive, organised, and able to manage multiple conversations simultaneously.
• A team player with a customer-first mindset and a passion for delivering great service.
• Possess a valid class 3/3A driving license is a plus.