Porsche Singapore is offering a vacancy as Customer Experience Specialist within its Marketing team.
The Customer Experience Specialist is responsible for delivering a professional, prompt and best-in-class service experience to customers across various communication channels. This role aims to create excitement and build trust, ultimately achieving the overall targeted customer satisfaction.
- Handle customer interactions by processing and following up on customer requests and queries across different channels (including online chat, social media, inbound and outbound calls, and emails), ensuring satisfaction through proactive follow-ups.
- Investigate complex cases or complaints submitted by customers and provide resolutions to the cases/complaints, including working with various stakeholders and crafting replies.
- Log all queries and requests accordingly into the Porsche inhouse system and update the status and resolution on a timely basis.
- Ensure secure handling of IT systems and maintenance of customer records in the Customer Relationship Management database.
- Support data and reporting tasks, including report preparation, assistance in data cleaning, extraction, segmentation, and qualification. Additionally, identify and analyse market needs, and provide regular reports on customer insights, campaign performance, and case resolutions to internal stakeholders, ensuring business retention and growth.
- Support campaigns/events activities, which includes managing guest RSVPs, consolidating guest data, customer registration duty during events, and other duties as assigned.
- Perform all other adhoc duties and projects as assigned.
- At least 2 years of working experience preferably in a customer service role
- Excellent verbal, written and interpersonal communication skills and telephone etiquette
- Proficient in Microsoft Office applications
- Ability to perform rotating shift work including public holiday and weekend shifts