Customer Experience Specialist (Interaction Centre)

“In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.“ This quote from our founder Ferry Porsche is at the heart of everything we do.

Pioneering spirit has guided us since the beginning – now for more than 70 years. With commitment, passion and enthusiasm, we courageously seek new and untrodden pathways. Porsche Singapore Pte Ltd is the latest embodiment of this trailblazing philosophy - a new luxury automotive retail venture and Porsche-owned subsidiary set to operate Porsche car sales from 2023 onwards.

With a multi-platform enabled and direct luxury retail approach, Porsche Singapore is poised to deliver new and unique experiences for Porsche fans in Singapore. Because if you want others' hearts to beat faster, you have to carry your own in the right place.

Developing the luxury automotive retail experience of tomorrow. Growing within the international Porsche ecosystem. Always surpassing yourself. Working at Porsche offers many challenges.

Customer Experience Specialist (Interaction Centre)

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.

• Deliver a professional, prompt and best-in-class service experience to customers to create excitement and build trust to achieve the team-based customer satisfaction targets.
• 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.
• Update and log all queries and requests accordingly into the Porsche in-house system 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.
• 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/event activities, which includes managing guest RSVPs, consolidating guest data, customer registration duty during events, and other duties as assigned.
• Pre-qualify all campaign leads for the Porsche Sales Consultants.

Requirements

• 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 holidays and weekends