Customer Service Executive (After Sales - Automotive)

WECRUIT PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent recruiting firm in Singapore is seeking a candidate to manage service quality and enhance customer experience. Responsibilities include monitoring performance metrics, analysing customer feedback, preparing reports, and implementing improvement initiatives. The ideal candidate will ensure compliance with service standards and execute customer engagement programs. This role offers a chance to impact service quality significantly.

Responsibilities

• Monitor and track NPS and CSI scores to evaluate performance against quality benchmarks.
• Analyse feedback from surveys and complaints to identify improvement areas.
• Prepare detailed reports on customer satisfaction trends.
• Plan and execute customer engagement and appreciation programmes.
• Ensure adherence to service quality standards and recommend process improvements.

Job description

5 days + Alternative half Sat

Key Responsibilities:

1. Service Quality Management:
   Monitor and track NPS and CSI scores to evaluate performance against quality benchmarks and ensure service consistency.
2. Customer Experience Enhancement:
   Analyse feedback from surveys, complaints, and escalations to identify improvement areas. Develop and implement effective action plans with aftersales teams to strengthen service delivery.
3. Reporting & Insights:
   Prepare detailed reports and analysis on customer satisfaction trends, using insights to recommend strategic improvements and establish service excellence benchmarks.
4. Customer Delight Initiatives:
   Plan and execute customer engagement and appreciation programmes, including seasonal campaigns, to boost overall satisfaction and brand loyalty.
5. Process & Compliance:
   Ensure adherence to service quality standards, recommend process improvements, and implement corrective actions to maintain optimal operational efficiency.

We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers.

Wecruit Pte Ltd

EA License No. 20C0270