Service Quality Executive (Automotive) - #1120451

Job Description

Position Title: Service Quality Executive (Automotive)

Location: Ubi

Employment Type: Full-time

Working Hours:

Monday to Friday: 8:30am – 6:00pm

Alternate Saturdays: 8:30am – 12:30pm

Salary Range: Up to $3,500 per month

Key Job Responsibilities
Service Quality Ownership:

Proactively monitor and track key performance indicators such as Net Promoter Score (NPS) and Customer Satisfaction Index (CSI) to ensure service quality meets company benchmarks and targets.

Customer Advocacy:

Analyse customer feedback from surveys, complaints, and escalations to identify service gaps. Develop and implement corrective action plans and best practices with the aftersales team to enhance the overall customer experience.

Reporting & Analytics:

Prepare and present regular reports on service quality metrics, customer satisfaction trends, and key findings. Use data insights to support informed decision-making and drive continuous service improvement.

Customer Engagement & Delight:

Plan and implement customer delight initiatives and seasonal programmes to complement aftersales operations and strengthen customer loyalty.

Process Compliance & Improvement:

Review and recommend process improvements to boost operational efficiency and service quality. Ensure compliance with internal service standards and initiate corrective actions where required.

Job Requirements & Competencies

Knowledge & Experience:

Minimum 2 years of experience in customer service or quality monitoring within the automotive industry or a related field.

Education:

Minimum Diploma qualification. A Degree holder will have an advantage.

Communication Skills:

Excellent interpersonal and communication skills. Must be able to speak, read, and write fluently in both English and Chinese to liaise effectively with both English-inclined and Chinese-inclined customers respectively.

Analytical Skills:

Strong analytical mindset with proficiency in data interpretation, report preparation, and problem-solving.

Adaptability:

Able to thrive in a fast-paced, multi-tasking environment while supporting service quality across multiple automotive brands.

Apply Now!
(Only shortlisted candidates will be contacted.)

Adept Manpower (EA License: 22C1006)
David Ong (R1110279)