Senior Aftersales Customer Service Specialist - Automotive
Location: East
Job Type: Full Time, Permanent.
Industry: Automotive (Trades and Services).
Salary: Up to $5800 per month (depend on experience) with growth opportunities to Manager level.
Working Hours:
5.5 days work week.
Mon to Fri, 8.30am to 6.00pm.
Alternate Sat, 8.30am to 12.30pm.
Other Information:
No quota for work pass.
We regret that only shortlisted candidates will be notified.
Responsibilities
1. Aftersales Customer Service
Day-to-day customer service operations, providing guidance, performance feedback, and direct support to ensure compliance and service excellence.
2. 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.
3. 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 company 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.
Requirements
Diploma in Business Management with prior customer service or service advisor experience in automotive industry and aiming for first step into management.
Good leadership, team coordination with excellent analytical and problem-solving skills.
Strong understanding of quality assurance methodologies and customer service principles.
Proficiency in data analysis and reporting tools.
Strong communication and interpersonal skills.
How to Apply?
Click the button below to submit your application, or email your resume to info@hrfocus.com.sg with the subject line: Application for Lorem Ipsum Dolor.
