Customer Service Executive (Aftersales Service | NPS (Net Promoter Score) | CSI (Customer Satis[...]

EA RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading recruitment firm in Singapore is looking for a professional to manage service quality metrics and enhance customer satisfaction. The ideal candidate should have a Diploma and at least 2 years of experience in customer service quality monitoring within the automotive industry. Key responsibilities include analyzing customer feedback, preparing performance reports, and implementing service improvement initiatives.

Qualifications

• Minimum Diploma with 2 years work experience in similar capacity is required.
• 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.
• Analyze customer feedback to identify service gaps and enhance service delivery.
• Prepare reports on service quality metrics and drive service improvements.
• Implement customer delight programmes to enhance satisfaction.
• Recommend process improvements for operational efficiency.

Skills

Customer service principles

Quality monitoring

Analytical skills

Education

Diploma

Job description

• Salary Range: $3,500 + VB
• Working Location: Ubi
• Working Days: 5.5 days (alternate Saturday)
• Working Hours: 8:30am – 6pm / 8:30am – 12:30pm

Key Responsibilities

1. Own Service Quality Metrics: Proactively monitor and rigorously track key performance indicators, including Net Promoter Score (NPS) and Customer Satisfaction Index (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 implementation of action plans and best practices with aftersales teams to enhance service delivery and ensure 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: 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.

Job Requirements

• Minimum Diploma with 2 years work experience in similar capacity is required.
• Good understanding of customer service and quality monitoring principles in the automotive industry.

Candidates are encouraged to apply this position via Apply Now button with the following information in the resume:

• Work experiences and job responsibilities
• Current and Expected salary
• Reason for leaving
• Date of availability
• Education background

We regret that only shortlisted candidates will be contacted.