Senior Customer Service (class 3)

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.

Customer Service Enhancement

• 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 with 3 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.
• 5 days week, Ubi (Automotive industry).