Responsibilities
Customer Relationship Management
- Develop and maintain long-term relationships with leasing customers, acting as their primary point of contact for all service-related needs.
- Proactively engage with customers to assess satisfaction, understand their needs, and identify areas for service enhancement.
- Coordinate regular follow-ups and manage feedback loops to address customer concerns and ensure consistent satisfaction.
Customer Service Enhancement
- Analyse customer service touchpoints to identify areas for improvement, working closely with the operations team to implement changes.
- Collaborate with fleet and operations teams to ensure seamless and prompt service delivery, including on-time vehicle maintenance and service updates.
- 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.
- Work closely with marketing team.
Training and Staff Development
- Provide training and support to operations and service staff on customer experience standards and best practices.
- Coach staff on effective communication techniques and proactive problem-solving to enhance customer interactions.
guidance and coaching to all staff so as to ensure consistent excellent service quality.
Requirements
- Degree in Business related field with 3 years of experience in customer service, customer relationship management, or a related field, preferably in the automotive or leasing industry
- Possess Class 3 Driving License
- Highly effective engagement and communication skills
- Mon - Friday, 8.30am - 6.00pm, Ubi
- Job Reference: QXWRXR73
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
Kindly email your resume in a detailed Word format to [email protected]
We regret that only shortlisted candidates will be notified
People Profilers Pte Ltd
Tel: 6950 9754
EA Registration Number: R22110899
EA License number: 02C4944
EA Personnel: Celeste Wong Xin Yann