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.
Ownership Benefits Program
- Administer and lead ownership benefits programs, ensuring timely submission of signups to partners (CPO, Pan Pac).
- 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.
General Support
- Support marketing administration, customer service initiatives, and events.
- Perform ad‑hoc tasks as required.
Requirements:
- Minimum 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.
Interested candidates please send in your resume to:
Topaz Liang Huimin (CEI No. R1104500), email to: [Confidential Information]
EA License No. 99C4599
