Senior Customer Experience Executive (Alexandra)

Job Description:

Customer Relationship Management

1. Develop and maintain long-term relationships with leasing customers, acting as their primary point of contact for all service-related needs.
2. Coordinate regular follow-ups and manage feedback loops to address customer concerns and ensure consistent satisfaction.
3. Analyse customer service touchpoints to identify areas for improvement, working closely with the operations team to implement changes.
4. Establish customer service standards tailored to the leasing business and ensure these are upheld across all customer interactions.

Service Performance Tracking and Reporting

1. Monitor and report on customer satisfaction metrics, including NPS (Net Promoter Score) and Customer Satisfaction Score, identifying trends and recommending action plans.
2. Conduct customer satisfaction surveys, analyze data, and present findings to management to guide service improvement initiatives.

Customer Experience Projects and Initiatives

1. Lead customer experience enhancement projects, such as loyalty programs, customer appreciation events, and feedback collection processes.
2. Develop and implement programs for customer engagement, aiming to build loyalty and foster a community among leasing clients.

Training and Staff Development

1. Provide training and support to operations and service staff on customer experience standards and best practices.

Requirements:

1. Degree in Business related with 3 years of experience in customer service, customer relationship management, or a related field, preferably in the automotive or leasing industry.
2. Highly effective engagement and communication skills.
3. Possess Class 3 Driving License.

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified.