Customer Service Executive - Aftersales

Job Summary:

The Customer Service Executive ensures that customer service operations meet established quality standards across multiple brands. This role owns and drives the key quality matrix, including the NPS (Net Promoter Score), CSI (Customer Satisfaction Index) analysing customer feedback to create and implement action plans, and collaborating with the front-line team for continuous customer experience improvement.

Key Responsibilities:

1. Own Service Quality Metrics:

Proactively monitor and rigorously track key performance indicators, including Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), to benchmark performance against established quality standards.

2. Customer Advocacy

Analyse customer feedback from surveys, complaints, and escalations to identify service gaps. Develop and lead the implementation of action plans and best practices with aftersales teams to enhance service delivery and ensure a positive customer experience.

3. Reporting & Analytics:

Prepare and present comprehensive reports on service quality metrics and trends. Utilize this data to drive informed decision-making for service improvements. Track key performance indicators (KPIs) and set benchmarks for service excellence.

4. Customer Delight:

Initiate and implement practical customer delight programmes at the service centre, including seasonal initiatives, to complement service quality and enhance customer satisfaction.

5. Process Compliance and Improvement:

Recommend process improvement to enhance operational efficiency and service quality. Check adherence to service quality processes and take proactive corrective actions to maintain performance.

Required Skills & Competencies

1. Knowledge & Experience:

Good understanding of customer service and quality monitoring principles in the automotive industry. 2 years of work experience in a similar capacity preferred.

2. Analytical:

Strong analytical and problem-solving skills, with proficiency in data analysis and reporting.

3. Adaptability:

Proven ability to work in a multi-tasked, dynamic, and demanding environment while supporting service quality for multiple brands.

4. Education:

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