Executive Customer Relations

Job description

Joining C&C is a distinctive opportunity to develop your career within a successful organization where everyone respects each other and enjoys working together.

We recognize your performance in both tangible and intangible ways, by providing you development opportunities and making you feel respected.

The Opportunity

As an Email Agent in our Customer Contact Centre (CCC), you will be the frontline representative of Cycle & Carriage Singapore, managing customer communications primarily through email and digital channels.

You will play a vital role in ensuring customer satisfaction by delivering timely, empathetic, and solution-oriented responses.

This role demands strong written communication skills, a customer-first mindset, and the ability to collaborate across departments to resolve issues efficiently.

Role & Responsibilities:

Customer Communication & Case Management

• Serve as the first point of contact for customer queries, feedback, compliments, and complaints via email and social media platforms.
  
  
• Respond to customer communications with clarity, empathy, and professionalism, ensuring alignment with brand tone and service standards.
  
  
• Manage and resolve escalated cases with tact and urgency, ensuring customer concerns are addressed thoroughly.
  
  
• Maintain accurate and up-to-date records of customer interactions in the CRM system.
  
  

Cross-Functional Collaboration

• Liaise with internal departments to gather information and facilitate case resolution.
  
  
• Coordinate with relevant teams to ensure timely follow-up and closure of customer cases.
  
  
• Support internal stakeholders in meeting audit and compliance requirements related to customer service documentation.
  
  

Quality Assurance & Continuous Improvement

• Monitor case progress and ensure service level agreements (SLAs) are met.
  
  
• Identify recurring issues or service gaps and escalate them to the Manager for review and process improvement.
  
  

Administrative & Ad Hoc Duties

• Support the execution of special projects, campaigns, and assignments
• Contribute to the development and enhancement of the internal knowledge base by documenting frequently asked questions, standard responses, and resolution workflows.
  
  

Requirements:

Minimum Diploma in Business Studies, Communications, or a related field.
At least 2 years of experience in customer service, preferably in email or digital support.
Experience in the automotive, service, or hospitality industry is advantageous.
Excellent command of written English with strong grammar, tone, and formatting skills.
Pleasant and professional communication style with strong listening and interpersonal abilities.
Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable navigating multiple IT systems.
Familiarity with CRM platforms and social media tools.
Strong time management and organizational skills to handle multiple cases simultaneously.
Team-oriented with a proactive attitude and a customer-centric mindset.
Adaptable to digital transformation and open to learning new tools and processes.

About the Company

A member of the Jardine Cycle & Carriage Group, C&C is one of the leading automotive groups in Singapore.

We started out in 1899 as a trader in nutmegs and other sundries.

In more than 100 years since, we have grown to become a major player in the automotive industry in Singapore, retailing Mercedes-Benz, Mitsubishi, Kia and Citroën passenger cars and commercial vehicles.

At Cycle & Carriage, it is more than just the recognition we have earned as being the leader in its class.

Exceptional Journeys encapsulates our passion for our existence.

Bringing together high-performing team members and technical excellence to create people-focused experiences that consistently exceed expectations.

Whether it is a customer we serve, an employee that we engage, a brand that we carry, we want to support them in creating exceptional journeys for themselves.

We have a constant mission to strive towards being an Employer of Choice in the countries we operate in.

Some of our better performing countries have consistently being recognised for commendable people practices such as:

• HR Asia's Best Companies to Work Platinum Award in th consecutive year winner)
• Happiest Workplace Award 2024
• Finalist in HR Excellence Awards 2016 for Recruitment and Leadership Development;
• Winner of Innovative Talent Acquisition Strategy Award in the Annual Jardine Matheson HR Conference 2016
• Winner of Excellence In Innovative Use of HR Technology in HR Excellence Awards 2017
• Merit for Singapore Health Award as awarded by Health Promotion Board
• Jardine Matheson HR Conference 2017, where we clinched the Best Employer Brand, Best Work-Life Balance and Best HR Team Awards.
  
  
• Jardine Matheson HR Conference 2018 for Excellence in Employee Transformation
• Bronze Award in HR Excellence Award 2019 for Excellence in HR Innovation

The emphasis on employee experience has been on the forefront of the C&C's people practices.

Keen for a career conversation?

Connect with us to find out more.

(You would be notified if you are shortlisted.

By submitting your application, you consent to the collection, use and disclosure of your personal data contained in this document by Jardine Cycle & Carriage Limited and its subsidiaries and affiliates, for assessing your career application).

Required Skill Profession

Other General