Senior Executive, Customer Service

cycle & carriage industries pte. limited; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Cycle & Carriage Singapore is seeking a Senior Executive – Customer Service to join our Mercedes-Benz Aftersales team. You will be the first point of contact for customers, managing bookings, enquiries and the end-to-end service journey.

This role requires a Diploma or Degree in Business, Hospitality or Engineering with at least 2 years in customer service. You will collaborate with workshop teams, provide accurate quotations, and strive to deliver exceptional experiences in a fast-paced

Qualifications

• Diploma or Degree in Business, Hospitality, Engineering or related discipline.
• At least 2 years of experience in customer service, customer relations or frontline operations.
• Passionate about delivering exceptional customer experiences and building positive relationships.
• Comfortable interacting with customers in a fast-paced, service-oriented environment while managing multiple priorities.
• Strong interpersonal and communication skills with the ability to remain calm, empathetic and professional when handling customer concerns.
• Meticulous, organised and able to manage multiple cases with good attention to detail.
• Proficient in Microsoft Office applications.

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 the 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

Customer service

Communication

Multitasking

Problem solving

Education

Diploma in Business

Diploma in Hospitality

Engineering related degree

Tools

Microsoft Office

Job description

Joining C&C is a distinctive opportunity to develop your career within a successful organization where everyone respects each other and enjoys working together. We recognize your performance in both tangible and intangible ways, by providing you development opportunities and making you feel respected.

The Opportunity

We are looking for a customer-focused Senior Executive – Customer Serviceto join our Mercedes-Benz Aftersales team.

As one of the first points of contact for our customers, you play an important role in shaping their service experience. Beyond attending to enquiries, you will manage the end-to-end customer journey from welcoming customers into the service centre, understanding their needs, coordinating with internal teams and keeping them informed throughout their vehicle servicing experience.

Working closely with our frontline and workshop teams, you'll ensure every customer enjoys a seamless and professional Mercedes-Benz service experience. If you enjoy interacting with people and thrive in a fast-paced environment, we'd love to hear from you.

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 the 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.

• 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 will be an advantage.
• Passionate about delivering exceptional customer experiences and building positive relationships with customers.
• Comfortable interacting with customers in a fast-paced, service-oriented environment while managing multiple priorities.
• Strong interpersonal and communication skills with the ability to remain calm, empathetic and professional when handling customer concerns.
• A proactive problem-solver who enjoys coordinating across different teams to achieve the best outcomes for customers.
• Meticulous, organised and able to manage multiple cases with good attention to detail.
• Proficient in Microsoft Office applications.

About the Company

A member of the Jardine Cycle & Carriage Group, C&C is one of the leading automotive groups in Singapore. We started out in 1899 as a trader in nutmegs and other sundries. In more than 100 years since, we have grown to become a major player in the automotive industry in Singapore, retailing Mercedes-Benz, Mitsubishi, Kia and Citroën passenger cars and commercial vehicles.

At Cycle & Carriage, it is more than just the recognition we have earned as being the leader in its class. "Exceptional Journeys" encapsulates our passion for our existence. Bringing together high-performing team members and technical excellence to create people-focused experiences that consistently exceed expectations. Whether it is a customer we serve, an employee that we engage, a brand that we carry, we want to support them in creating exceptional journeys for themselves.

We have a constant mission to stride towards being an Employer of Choice in the countries we operate in. Some of our better performing countries have consistently been recognised for commendable people practices such as:

• HR Asia’s Best Companies to Work Platinum Award in 2025 (11th consecutive year winner)
• Happiest Workplace Award 2022
• Finalist in HR Excellence Awards 2016 for Recruitment and Leadership Development;
• Winner of Innovative Talent Acquisition Strategy Award in the Annual Jardine Matheson HR Conference 2016
• Winner of Excellence In Innovative Use of HR Technology in HR Excellence Awards 2017
• Merit for Singapore Health Award as awarded by Health Promotion Board
• Jardine Matheson HR Conference 2017, where we clinched the Best Employer Brand, Best Work-Life Balance and Best HR Team Awards.
• Jardine Matheson HR Conference 2018 for Excellence in Employee Transformation
• Bronze Award in HR Excellence Award 2019 for Excellence in HR Innovation

The emphasis on employee experience has been on the forefront of the C&C’s people practices. Keen for a career conversation? Connect with us to find out more.