Senior Customer Service Executive – Aftermarket Experience

Cycle & Carriage; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Cycle & Carriage, a leading Mercedes-Benz Aftersales service centre in Singapore, seeks a Senior Executive – Customer Service. You will be the first point of contact, shaping the service experience from check-in to vehicle collection and coordinating with workshop teams to ensure a seamless journey.

Join a dynamic team where you will handle bookings, inquiries and feedback across channels, building lasting relationships with customers and delivering accurate quotations in collaboration with

Qualifications

• Diploma or Degree in Business, Hospitality, Engineering or a related discipline.
• At least 2 years of experience in customer service, customer relations or frontline operations. Experience in the automotive industry is an advantage.
• Strong interpersonal and communication skills with the ability to remain calm, empathetic and professional when handling customer concerns.

Responsibilities

• Deliver exceptional aftersales support by providing a professional, seamless and personalised customer experience throughout the vehicle servicing journey.
• Attend to customers' bookings, enquiries, requests and feedback across various communication channels in a timely and professional manner.
• Understand customers' servicing and repair requirements, communicate their needs clearly, and facilitate accurate quotations in collaboration with the Service Advisors.
• Welcome customers to the service centre, manage their expectations and ensure a smooth customer journey from vehicle check-in through to collection.
• Build strong relationships with customers by understanding their needs, providing appropriate solutions and fostering trust through every interaction.
• Resolve customer enquiries and service-related concerns promptly by providing accurate information and coordinating with relevant internal teams.
• Liaise closely with the Workshop, Service Advisors and other Aftersales teams to monitor repair progress, ensure timely completion of work and provide proactive updates to customers.
• Gather and analyse customer feedback, identify service improvement opportunities and present key insights to Management to enhance the overall customer experience.
• Support the Customer Service Manager in reviewing and improving customer service processes, operational workflows and service standards to drive continuous improvement.

Skills

Interpersonal skills

Communication skills

Empathy

Professionalism

Education

Diploma or Degree in Business, Hospitality, Engineering or related discipline

Job description

Cycle & Carriage, a leading Mercedes-Benz Aftersales service centre in Singapore, seeks a Senior Executive – Customer Service. You will be the first point of contact, shaping the service experience from check-in to vehicle collection and coordinating with workshop teams to ensure a seamless journey.

Join a dynamic team where you will handle bookings, inquiries and feedback across channels, building lasting relationships with customers and delivering accurate quotations in collaboration with