Senior Customer Experience Executive (Alexandra)

People Profilers; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading firm in customer profiling is seeking a Customer Relationship Management professional. The role entails building and maintaining customer relationships, tracking service performance, and leading enhancement projects. Ideal candidates will have a Degree in Business and relevant experience, particularly in the automotive industry.

Benefits

Comprehensive range of benefits

Competitive remuneration package

Qualifications

• 3 years of experience in customer service, leasing, or a related field.
• Possess Class 3 Driving License.

Responsibilities

• Develop and maintain long-term relationships with leasing customers.
• Monitor customer satisfaction metrics and trends.
• Lead customer experience enhancement projects.

Skills

Engagement Skills

Communication Skills

Education

Degree in Business

Job description

Job Description:

Customer Relationship Management

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

Service Performance Tracking and Reporting

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

Customer Experience Projects and Initiatives

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

Training and Staff Development

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

Requirements:

• Degree in Business related with3 years of experience in customer service, customer relationship management, or a related field, preferably in the automotive or leasing industry
• Highly effective engagement and communication skills
• 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