Customer Experience Executive

2 weeks ago

Tai Seng, Singapore Volt Auto Pte. Ltd. Full time $40,000 - $60,000 per year

Company Overview

Volt Auto is Singapore's exclusive authorised dealer for the latest Electric Vehicles, providing distribution, retail, and after-sales services, and committed to delivering exceptional vehicles and service as a trusted name in the industry.

Position Overview

Reporting to the Marketing Manager, the Customer Experience Executive will be responsible to manage and enhance our online brand presence and customer engagement. This role is focused on responding to customer reviews, comments, and messages across platforms such as Google Reviews, Facebook, Instagram, and other digital channels.

Responsibilities:

  • Manage, monitor, and respond to customer feedback, reviews, comments, and enquiries across all social media platforms, online reviews, and digital channels in a timely and professional manner.
  • Collaborate with internal teams (Sales, Service, Aftersales, Marketing) to address and resolve customer concerns, ensuring consistent follow-up and smooth communication.
  • Track, document, and report on customer sentiment, common concerns, and feedback trends to identify areas for service improvement.
  • Maintain brand-consistent yet personalised response templates and support initiatives that encourage positive engagement and reviews.
  • Proactively identify and escalate potential crises or negative sentiment to manage reputational risk.
  • Oversee and enhance the in-person customer experience in the showroom and customer lounge, ensuring a welcoming, premium environment.
  • Contribute creative ideas for customer engagement strategies, campaigns, and events that strengthen brand loyalty and satisfaction.

Requirements:

  • Degree in Communications, Marketing, Business, or related field.
  • 2 years of experience in customer service, community management, or social media engagement.
  • Excellent written communication skills with strong attention to tone, clarity, and empathy.
  • Familiarity with platforms like Google, Facebook, Instagram, and tools such as Meta Business Suite.
  • 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

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