Senior Executive, Customer Experience #Automotive Industry

Our Company, in the Automotive Industry located in East has an opening for Senior Executive, Customer Experience.

• 5 Days work week
• Excellence working environment
• Career advancement opportunity
• Yearly Bonuses

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

• Analyze 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 the 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.
• Provide guidance and coaching to all staff to ensure consistent excellent service quality.

Requirements:

• Minimum Degree in Business related field
• Minimum 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

Qualified or interested candidates, kindly apply to us in the FOLLOWING FORMAT to facilitate the shortlisting process:

Attachment of CVs in MS WORD FORMAT

Resumes please INCLUDE:

• Personal Particulars
• Education background
• Work experiences in point forms
• All Reasons for leaving
• Current and Expected salary
• Date of availability / Notice Period

**We regret that only shortlisted candidates will be notified.

Your profile will be kept in our database for more career opportunities.

We wish you all the best in your job search.

Hou Shenglong

Reg No: R21435754

EA No: 19C9570