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Customer Service Team Lead

2 weeks ago

East Region, Singapore HR Focus Full time $40,000 - $80,000 per year

Location: East Region

Working hours:-

· Mondays to Fridays: 0830hrs to 1800hrs

· Alternate Saturdays: 0830hrs to 1230hrs

Job Description:

  1. Aftersales Customer Service

Day-to-day customer service operations, providing guidance, performance feedback, and direct support to ensure compliance and service excellence.

  1. Customer satisfaction management

· Support and work closely with the Aftersales department to define goals and objectives of customer service in their department (Customer Experience Survey (CEM), hot alerts response time, delivery time,   participation rate, etc)

· Conduct Customer Experience Survey (CEM) (Aftersales) using the CEM online platform from principal

· Review the feedback of customer and follow up from aftersales

  1. Customer complaint management

· Handle all   customer complaints in a proactive manner and solve/settle them to the highest possible customer satisfaction, taking reasonable cost management as well as compliance rules and customer agreements into consideration;

· Analyse statistics or other data to determine the level of customer service Premium Automobile is providing, recommend (and take/coordinate) corrective measures

·Work with the service manager to develop and implement customer service improvement measures

· Follow up all customer complaints and ensure closure to all cases.

· Work with the service manager to identify root causes of customer satisfaction issues, develop proposals to the management team for improvement on the service level to ensure that a longer-term solution is provided.

· Attend to customers on face to face to address their concerns

· For those customer complaints which involve other departments, act as company representative to attend to the customer.

· Any other duties that may be assigned

Required skills and competencies:

· Prior experience in automotive industry preferred

· Strong  understanding of quality assurance methodologies and customer service  principles.

· Excellent analytical and problem-solving skills.

· Strong communication and interpersonal skills.

· Proficiency in data analysis and reporting tools.

· Ability to work in a fast-paced environment and manage multiple tasks.

· Detail-oriented with a commitment to continuous improvement.

If you're ready to take the next step in your career, submit your application today

We look forward to reviewing your application

(We regret that only shortlisted candidates will be notified)

EA Personnel No. R