About our client
Our client is one of the leaders in the automotive industry.
They are looking for an individual to join them in their growing team, here is your chance to be part of an exciting team geared towards both company and personal success.
Quality & Customer Care Manager (Automotive)
Job Overview:
Our client is looking for an experienced Quality & Customer Care Manager to enforce the fulfilment of customer care standards and ensure the highest levels of customer satisfaction.
You will be the model for the tonality of the house of luxury cars of our client, by translating principles into daily practice throughout all retail and aftersales processes, customer relationship management and act as a representative of our client.
As a leader, you will guide and ensure that the team internalises the tonality of the house and bring on the best attitude and behaviour, as these factors are the main drivers and biggest lever for customer satisfaction. You will lead the team to exclusively manage customer enquiries, handle customer complaints, regardless of origin (e.g., Sales, Service, Online) and resolve quality-related issues promptly and effectively.
As a strategist, you will implement a holistic compliant management system, to manage customers and handle complaints with the highest care, in a customer-centric way. Through a systematic analysis of customers’ problems, you will develop tailored and solutions to effectively prevent customer issues and ensure the implementation of these measures.
As a key collaborator within Marketing and CRM department, you will work closely with other departments such as Sales and Aftersales, to communicate effectively, implement solutions, and continuously improve processes to enhance the overall customer experience.
This role requires strong leadership, team management, excellent verbal and written communication, and problem-solving skills, as well as a deep understanding of automotive quality standards and customer service principles.
Job Responsibilities:
- Lead, inspire and manage the team in Customer Experience Centre;
- Work alongside frontline staff in customer service, and Aftersales departments for effective communication;
- Coach and provide guidance in managing complex customer inquiries, resolving issues effectively and build rapport with customers;
- Oversee the handling of customer complaints and quality-related issues, ensuring timely resolution and customer satisfaction;
- Responsible for improving the quality and response rate of surveys received through Voice of Customers (VOG);
- Drive continuous improvement efforts to enhance product quality, customer satisfaction, and overall service delivery to improve NPS scores;
- Managing the responses and follow-up actions required from VOC, phone calls and Google reviews;
- Develop and maintain processes for tracking and monitoring customer issues, including escalation procedures as needed;
- Investigate root causes of customer concerns and collaborate with cross-functional teams to implement corrective actions;
- Analyse customer feedback and quality data to identify trends, patterns, and opportunities for improvement;
- Communicate effectively with Management and other departments to provide updates on customer issues, trends, and resolutions;
- Present survey results and implementation measures to stakeholders.
Job Requirements:
- Degree, preferably in Business or Communications;
- At least 2 years of experience in Customer Service Management, preferably in the automotive industry;
- At least 2 years of experience in team management with excellent leadership and interpersonal skills;
- Analytical with a good eye for details, such as identifying trends and pain points from Voice of Customer data;
- Strategic leadership to develop plans and drive continuous improvement initiatives.
Are you ready for a challenging and exciting endeavour that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills and competencies to support the establishment and enhancement of our client’s business? If yes, you might be exactly the new team member they are looking for!
Please submit your updated and comprehensive CV in MS WORD FORMAT ONLY (NOT PDF) with full career details, stating current or last drawn salary with full breakdown such as base, incentives, AWS, etc. and expected salary, contact details, educational qualifications, working experiences, reasons for leaving each past employment(s) and availability date to:
What our client offers
Develop Your Potential:
They emphasise and offer career growth, learning and development opportunities, which will fuel your career aspirations and complement your business exposure across their business network.
Diverse, Equal Opportunity:
They build a sustainable work culture where their people feel welcome, valued, respected and able to express their ideas and beliefs freely. They believe that diversity of thought and approaches in their workplace makes them stronger as a team.
Competitive Compensation and Benefits:
They are committed to recognising and rewarding your contributions to the business. They benefits packages aim to improve your quality of life by providing support for various health and recreational schemes.
Personal Data Protection Statement for Job Applicants
Please be informed that the personal data you provided by way of your job application to Benchmark will be collected, used and disclosed by or on behalf of Benchmark to determine or investigate your suitability, eligibility or qualifications for employment with Benchmark and/or its clients and manage your application for employment with Benchmark and/or its clients including identifying you as potential candidate for future suitable positions and/or notifying you of any such positions, either existing or in the future.
Thank You!
We thank all applicants for their interest in a career with our client. Due to the high volume of incoming applications, we will not be able to respond to all applicants. Therefore, only shortlisted applicants will be notified for interviews. All applications will be treated with the strictest confidence.
THOMAS CHAN | MOM CEI No: R1766693 | Benchmark Staffing Solutions | MOM EA License: 21C0679 | UEN: 53435609E
