Customer Relationship Management Executive (CRM) #Automotive
Our Client, in the Automotive Industry located in the East has opening for Customer Relationship Management (CRM)
- Excellence working environment
- 5 Days work week
- Accessible via MRT
Customer Relationship Management
- Responsible for Customer Relationship Management (CRM) function and processes to engage current and future customers.
- Responsible for managing the Customer Feedback Management (CFM) system & ensuring all live cases are monitored closely, liaising with stakeholders with the objective that each case is handled resolved, and closed promptly. And updating them promptly in Salesforce.
- Disseminate all written feedback (letters, emails, website, customer feedback, etc) to the respective managers in the dept: Sales, Parts, Service, others including Managing Director, Dept Head, Legal dept, and Franchises’ Principals (where necessary) immediately upon receipt.
- Contact/acknowledge customers’ complaints/feedback promptly per SOP (within 24 hrs of receipt) through telephone calls or written acknowledgment letter.
- Contact and follow up with customers who has low scores in survey (e.g., Score with 1), working with stakeholders to provide remedial measure/s to resolve outstanding concerns.
- Highlight possible “escalated’ cases to Sales Managers (SM) & Customer Service Managers (CSM) in the Customer Feedback Management system (CFM) and ensure they are acted upon before escalation to the next higher level.
- Liaise and assist the Legal dept concerning legal cases.
- Where necessary join SM in handling customers (face to face) to better comprehend the case at hand, particularly for Customer Relations matters
- Compile and analyze customers’ complaints/ feedback statistics regularly (weekly & monthly) to determine areas for improvement in operations with the objective of improving service level and meeting customer expectations.
- Managing and attending to all the administration and reports on customers’ feedback, Customer Service Index (CSI) & Customer Viewpoint (CVP) of Ford & Peugeot that such information would be used by respective Managers to improve service level and/or operations. Analyze and interpret CVP/ CSI trends.
- Responsible for managing and achieving principal set retail standards (CVP, Mystery Shopping, Podium)
- Managing the BYD, DENZA, and VAL emails and replies
BYD NPS and Mystery Shop Program
- Leading and managing DENZA NPS for VAL and BYD dealers to ensure that NPS targets are met monthly
- Identify gaps and ensure improvement plans are executed on time
- Regular checks on dealer’s showrooms and service centers to ensure NPS requirements are met
Ownership Benefits Program
- Managing and leading franchise brand ownership benefits programs and CRM activities
- Ensuring timely submission of signups to program partners
- Actively searching for new partners to add to the program
Planning & Management
- Ensure all CRM activities related to the franchise brand (DENZA, Peugeot, Ford, BYD & Quicklane) are executed according to the requirements of Vantage Automotive and the respective Brand’s CI.
- Guardian of the CRM Salesforce system for Vantage to provide business intelligence
Database/CRM
- Management of customers’ database for purposes of introducing customer’s program: loyalty etc.
- Update/Maintenance of database accuracy and quality
- Ensure compliance with the Personal Data Protection Act
- Overall Salesforce system management for Sales & Aftersales, Marketing & CRM
- Review and analyze existing customer-related process effectiveness and efficiency, and then assist in strategizing for improvements, were applicable, leveraging on systems (IT).
General
- Responsible for providing Marketing support in terms of marketing administration, customer service, and events.
- Other ad-hoc tasks as assigned.
Requirements:
- Diploma in Business/ Marketing or equivalent.
- 1 to 3 years experience in a customer-facing work environment including managing IT administration i.e., Salesforce.
- Good Microsoft Office applications knowledge i.e., MS PowerPoint
- Experience in Managing data extraction, Global Data Management Systems (GDMS), Customer Feedback Management Systems, and Salesforce is important
Qualified or interested candidates, kindly apply to us in
the FOLLOWING FORMAT to facilitate the short listing process;
Attachment of CV’s in MS WORD FORMAT
Resumes please INCLUDE:
- Personal Particulars
- Education background
- Work experiences in point forms
- All Reasons for leaving
- Current and Expected salary
- Date of availability / Notice Period
**We regret that only shortlisted candidates would be notified.
Your Profile will be kept in our database for more career opportunities.
We wish you all the best in your job search.
Kyan Hou Shenglong
Reg No: R1435754
EA No: 19C9570
Employer questions
- Which of the following statements best describes your right to work in Singapore?
Company profile
As a One-stop Human Resource and Recruitment Solutions Provider, we have our team of committed and experienced Business Development Consultants to perform comprehensive search for the most suitable candidates with our invaluable contact database of passive candidates. It is also imperative that we open doors for talents, to further enhance their career growth and in making the right career move. In Capital Human Resource Management we pledge Integrity, Honesty and Consistency, the hinges of a good Business Partnership. We do not just partner you. We embrace Your Future.
To listen, to understand and to deliver
The Premier Experience is the service and quality that you get when you work with Capital Human Resource Management. We promise to listen and understand your needs to meet and exceed your expectations. We are committed to act with only the highest level of integrity and honesty in all that we do and we act only upon clear line of communication based on respect and professionalism.
We believe Time is Essence and are consistent in acting swiftly and with urgency as a team to ensure that only the best services are delivered.
Our highly dedicated and professional Business Development Consultants are well-trained and equipped with the expertise and resources to ensure a good match for Clients and Candidates that is beneficial to both parties and we are confident our wide pool of database will be able to meet the expectations of your organization.
Our Recruitment Consultant possess a strong knowledge of industry and employment trends, enabling us to completely understand your talent requirements and to provide you with expert advice and consultation. We direct our efforts in selecting, recommending only qualified candidates that we feel will add value to your organization. We partner with you to gain a deep understanding of your business and operating environment, putting us in the best position to deliver solutions that really work for you
We specialized in:
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(Singapore/Malaysia)
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Banking & Finance
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