Customer Relations Officer

2 weeks ago

Lorong Chuan, Singapore BYD (Singapore) Pte. Ltd. Full time $40,000 - $60,000 per year

Customer Journey Oversight:

  • Serve as the main point of contact throughout the entire customer lifecycle (pre-sales, purchase, post-sales).
  • Monitor and track all social media posts, comments, and messages to ensure timely response and positive brand representation.

Customer Support and Relationship Management:

  • Ensure inquiries, complaints, and concerns are efficiently attended to maintain customer satisfaction and protect the brand's reputation.
  • Ensure all customer interactions are properly logged and tracked systematically for future reference and service continuity.
  • Manage the end-to-end resolution of customer complaints, ensuring issues are investigated and closed with appropriate solutions.

Reporting and Feedback Analysis:

  • Track customer feedback, complaints, and satisfaction scores to identify trends and insights.
  • Prepare regular reports for management, highlighting key issues, resolutions, and improvement recommendations.
  • Participate in continuous improvement initiatives based on customer insights.

Voice of Customer & NPS Delivery:

  • Monitor and track NPS results to assess customer sentiment and identify areas for improvement.
  • Lead initiatives to improve NPS by enhancing customer touchpoints, service recovery, and follow-up standards.

Internal Collaboration and Process Improvement:

  • Work closely with internal teams(Sales, Marketing, Aftersales) to relay customer feedback and suggest process improvements.
  • Support customer-centric projects and initiatives to elevate the brand's service standards.

Requirements:

  • Diploma or Degree in Communications, Marketing, Business, Hospitality Management or related field.
  • 2 years of experience in customer service or social media engagement.
  • Excellent written communication skills with strong attention to tone, clarity, and empathy.
  • Proactive, organised, and able to manage multiple conversations simultaneously.
  • A team player with a customer-first mindset and a passion for delivering great service.
  • Possess a valid class 3/3A driving license is a plus.

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