Responsibilities:

CRM & Customer Experience 

Support planning and execution of CRM initiatives to improve customer engagement and satisfaction.

Manage Customer Feedback Management (CFM) processes: acknowledge cases promptly, coordinate follow-up with stakeholders, and ensure timely case closure.

Handle customer complaints, low survey scores, and escalated cases professionally and according to SOP.

Identify service gaps, implement improvement actions, and conduct regular showroom and service?centre checks.

 Ownership Benefits Program

 Administer and lead ownership benefits programs, ensuring timely submission of signups to partners

Explore new partnership opportunities to enhance program offerings. 

CRM Activity Management

Execute CRM activities for multiple brands in alignment with Vantage Automotive and brand CI requirements across sales and aftersales.

Serve as the guardian of the CRM Salesforce system, ensuring data integrity and generating business intelligence. 

Customer Communication 

Manage customer email channels, ensuring timely and professional responses.

Disseminate feedback and correspondence to relevant internal stakeholders and principals. 

Data & Analytics 

Maintain customer database accuracy, ensuring compliance with PDPA.

Create weekly and monthly reports to analyze service levels, NPS performance, customer feedback trends, and business funnel performance. 

Process & Systems 

Work closely with Business Process Owners to optimize workflows, technology, and customer?centric processes.

Review and improve customer-related processes using CRM and IT tools.  

Support marketing administration, customer service initiatives, and events.

Perform ad?hoc tasks as required.

 Requirements:

Diploma in Business, Marketing, or equivalent fields.

1 to 3 years of customer?facing experience, preferably in CRM, customer service, or automotive-related roles.

Experience using data analytics tools, including strong proficiency in Microsoft Excel.

Strong communication skills, both written and verbal, with the ability to engage customers professionally.

Good initiative and strong follow?through to ensure timely completion of tasks.

Effective planning and organizing skills with attention to detail.

Ability to work effectively as a team player in a fast?paced environment. 

5 days, office hours, Alexandra

Job Reference: QXWWR4RR

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Kindly email your resume in a detailed Word/pdf format to josie.cha@peopleprofilers.com

We regret that only shortlisted candidates will be notified

People Profilers Pte Ltd