Customer Relations Officer

3 days ago

NorthEast Region, Singapore MOTOR-EAST PTE LTD Full time $40,000 - $80,000 per year

Job Overview:

We are looking for a customer-oriented and highly motivated Customer Relationship Officer (CRO) to join our team in the automotive sector. The CRO will be the key liaison between our customers and internal teams, ensuring a smooth and satisfying customer journey from pre-sales to aftersales support. Experience in using Document Management System (DMS) software is essential for managing customer data and service records effectively.


Key Responsibilities:

  • Serve as the first point of contact for customers, providing assistance on enquiries, test drive bookings, service appointments, and aftersales support.
  • Manage and maintain customer records, service history, and correspondence using the automotive DMS software.
  • Manage and optimize our Net Promoter Score (NPS) program: survey design, distribution, collection, and reporting.

  • Analyze customer feedback to identify trends and improvement areas.

  • Work with internal departments to address service gaps and enhance overall customer satisfaction.

  • Report regularly on NPS and customer satisfaction metrics.
  • Greet and welcome customers and guests in a friendly, professional manner
  • Provide refreshments such as tea, coffee, or water, ensuring a comfortable environment
  • Maintain a clean, organized, and inviting reception area
  • Serve as the face of the company for all visiting clients

Requirements:

  • Diploma or Degree in Business Administration, Automotive Technology, or a related field.
  • At least 2 years of experience in a customer service role, preferably in the automotive industry.
  • Proficient in using DMS software (e.g., CDK, Reynolds & Reynolds, Dealer track, or similar platforms).
  • Excellent communication and interpersonal skills, with a customer-first mindset.
  • Strong organizational skills with attention to detail.
  • Able to work under pressure and handle customer complaints professionally.
  • Proficient in Microsoft Office (Word, Excel, Outlook).

Preferred Skills:

Experience in automotive dealership operations (sales or service department).

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