Executive - Customer Relations
3 weeks ago
Overview Executive - Customer Relations at Cycle & Carriage Singapore. The role involves managing customer communications primarily through email and digital channels, acting as the frontline representative of Cycle & Carriage Singapore, and delivering timely, empathetic, and solution-oriented responses to ensure customer satisfaction. Role & Responsibilities Customer Communication & Case Management: Serve as the first point of contact for customer queries, feedback, compliments, and complaints via email and social media platforms. Respond with clarity, empathy, and professionalism, ensuring alignment with brand tone and service standards. Manage and resolve escalated cases with tact and urgency, ensuring customer concerns are addressed thoroughly. Maintain accurate and up-to-date records of customer interactions in the CRM system. Cross-Functional Collaboration: Liaise with internal departments to gather information and facilitate case resolution. Coordinate with relevant teams to ensure timely follow-up and closure of customer cases. Support internal stakeholders in meeting audit and compliance requirements related to customer service documentation. Quality Assurance & Continuous Improvement: Monitor case progress and ensure service level agreements (SLAs) are met. Identify recurring issues or service gaps and escalate them to the Manager for review and process improvement. Administrative & Ad Hoc Duties: Support the execution of special projects, campaigns, and assignments. Contribute to the development and enhancement of the internal knowledge base by documenting frequently asked questions, standard responses, and resolution workflows. Requirements Minimum Diploma in Business Studies, Communications, or a related field. At least 2 years of experience in customer service, preferably in email or digital support. Experience in the automotive, service, or hospitality industry is advantageous. Excellent command of written English with strong grammar, tone, and formatting skills. Pleasant and professional communication style with strong listening and interpersonal abilities. Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable navigating multiple IT systems. Familiarity with CRM platforms and social media tools. Strong time management and organizational skills to handle multiple cases simultaneously. Team-oriented with a proactive attitude and a customer-centric mindset. Adaptable to digital transformation and open to learning new tools and processes. About the Company A member of the Jardine Cycle & Carriage Group, Cycle & Carriage (C&C) is a leading automotive group in Singapore. We have a long history dating back to 1899 and represent brands including Mercedes-Benz, Mitsubishi, Kia, and Citroën. We strive to be an Employer of Choice with a focus on exceptional journeys for customers and employees alike. We are committed to developing people-focused experiences that exceed expectations. We continually strive to be employer of choice and have been recognized with awards for our people practices, including HR Asia's Best Companies to Work Platinum Award, Happiest Workplace Award, and various HR Excellence Awards over the years. (You would be notified if you are shortlisted. By submitting your application, you consent to the collection, use and disclosure of your personal data contained in this document by Jardine Cycle & Carriage Limited and its subsidiaries and affiliates, for assessing your career application). #J-18808-Ljbffr
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