Customer Service Executive

Premium Automobiles Pte Ltd; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A leading automobile company in Singapore is seeking a Customer Service Executive to oversee service quality metrics such as NPS and CSI. The role involves analyzing customer feedback, implementing action plans, and enhancing the overall customer experience. Candidates should have a diploma, with a degree being an advantageous asset, and experience in customer service within the automotive industry is preferred.

Qualifications

• 2 years of work experience in a similar capacity preferred.
• Good understanding of customer service and quality monitoring principles in the automotive industry.

Responsibilities

• Proactively monitor and track key performance indicators including NPS and CSI.
• Analyse customer feedback to identify service gaps and enhance service delivery.
• Prepare and present reports on service quality metrics.

Skills

Customer service knowledge

Analytical skills

Problem-solving skills

Education

Diploma

Degree (added advantage)

Job description

The Customer Service Executive ensures that customer service operations meet established quality standards across multiple brands. This role owns and drives the key quality matrix, including the NPS (Net Promoter Score) and CSI (Customer Satisfaction Index); analysing customer feedback to create and implement action plans, and collaborating with the front‑line team for continuous customer experience improvement.

Key Responsibilities

1. Own Service Quality Metrics:

   Proactively monitor and rigorously track key performance indicators, including NPS and CSI, to benchmark performance against established quality standards.

2. Customer Advocacy:

   Analyse customer feedback from surveys, complaints, and escalations to identify service gaps. Develop and lead the implementation of action plans and best practices with aftersales teams to enhance service delivery and ensure a positive customer experience.

3. Reporting & Analytics:

   Prepare and present comprehensive reports on service quality metrics and trends. Utilize this data to drive informed decision‑making for service improvements. Track key performance indicators (KPIs) and set benchmarks for service excellence.

4. Customer Delight Programmes:

   Initiate and implement practical customer delight programmes at the service centre, including seasonal initiatives, to complement service quality and enhance customer satisfaction.

5. Process Compliance and Improvement:

   Recommend process improvement to enhance operational efficiency and service quality. Check adherence to service quality processes and take proactive corrective actions to maintain performance.

Qualifications

• Knowledge & Experience: Good understanding of customer service and quality monitoring principles in the automotive industry. Two years of work experience in a similar capacity preferred.
• Analytical: Strong analytical and problem‑solving skills, with proficiency in data analysis and reporting.
• Education: Minimum Diploma. A degree holder will have an added advantage.