Customer Service Manager (Automotive/ Retail Industry)

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A recruitment agency in Singapore is looking for a Customer Engagement Specialist. The ideal candidate will have a minimum diploma and at least 8 years of experience, including 2 years in a supervisory role. Responsibilities include guiding customers through accident reporting, providing high-quality service, and achieving NPS targets. Interested candidates should contact Topaz Liang Huimin at [e-mail].

Qualifications

• At least 8 years of experience in a Customer Service and Retail environment.
• At least 2 years in a supervisory role.
• Experience in the Automotive Industry is required.

Responsibilities

• Ensure all customers are greeted promptly and offered assistance.
• Guide customers through the accident reporting process.
• Escalate unresolved issues to the relevant Manager.
• Contribute to achieving monthly Net Promoter Score targets.

Skills

Customer Service

Supervisory Skills

Communication Skills

Problem Solving

Education

Minimum Diploma

Job description

Customer Engagement & Service Excellence

• Ensure all customers are greeted promptly upon arrival and offered assistance throughout their visit.
• Clarify the purpose of each customer’s visit and ensure they are attended to by the appropriate Motor Claims Advisor.
• Provide accurate information on waiting times and manage customer expectations effectively.
• Proactively assist and engage with customers in the reception area to identify and fulfill their needs.

Accident Reporting & Claims Advisory

• Guide customers through the accident reporting process, ensuring all required documents are submitted.
• Advise customers on the appropriate type of claim to pursue based on their situation.
• Clarify customer mobility options and provide support where necessary.
• Assist with customer vehicle collection when the assigned Motor Claims Advisor is unavailable.

Operational Support & Escalation

• Ensure proper follow-up on accident reporting cases to meet work request timelines.
• Escalate unresolved issues to the relevant Manager as needed.
• Refer to the Workshop Manager for assistance in addressing complex customer needs.
• Maintain familiarity with the organizational structure to elevate issues effectively.

Performance & Initiative

• Actively contribute to achieving the monthly Net Promoter Score (NPS) targets.
• Originate and develop constructive ideas, especially during promotions, awareness campaigns, or discount periods.
• Seek new assignments and opportunities to improve service delivery and customer experience.

Requirements

• Minimum Diploma holder with at least 8 years of experience in a Customer Service and Retail environment, including at least 2 years in a supervisory role.
• Prior experience in the Automotive Industry is required.

Contact

Interested candidates please send in your resume to: Topaz Liang Huimin (CEI No. R1104500), email to: [e-mail]

EA License No: 99C4599