The Assistant Customer Service Manager is responsible to plan, co-ordinate and control the activities of the customer service team to administer regular customer satisfaction surveys, handle customer concerns, maintain and enhance customer relationships, develop guidelines, policies, procedures, and standards to meet organizational and operational objectives with regards to customer care topics.

Job Description:

1. Aftersales Customer Service

• Oversee 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 Premium Automobile is providing, recommend (and take/coordinate) corrective measures
• Drive and assist the service manager to develop and implement customer service improvement measures
• Follow up all customer complaints and ensure closure to all cases.
• Together with the service manager, identify root causes of customer satisfaction issues, develop proposals to the management team for improving the service level to ensure that a longer-term solution is provided
• Meeting with customers to address their concerns on face to face basis.
• For those customer complaints which cover multiple departments, act as integrator and single face to the customer
• Any other duties that may be assigned to him from time to time.

Required skills and competencies:

• Strong understanding of quality assurance methodologies and customer service principles.

• Excellent analytical and problem-solving skills.

• Strong communication and interpersonal skills.

• Proficiency in data analysis and reporting tools.

• Ability to work in a fast-paced environment and manage multiple tasks.

• Detail-oriented with a commitment to continuous improvement.

Working hours:

• Mondays to Fridays: 0830hrs to 1800hrs

• Alternate Saturdays: 0830hrs to 1230hrs

Working Location:

• 55 Ubi Road 1 Singapore 408699