Senior Executive, Customer Experience (Class 3)

Senior Executive, Customer Experience (Class 3)

Job Description:

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.
• 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 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, providing guidance and coaching to all staff 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.

All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified.