Customer Experience Executive

Job Descriptions:

• Analyze customer satisfaction surveys and feedback.

• Identify recurring issues and recommend service improvements.

• Follow up with dissatisfied customers and prepare reports.

• Receive, investigate, and resolve customer complaints.

• Coordinate with service advisors, workshop teams, parts, and management.

• Coordinate corrective and preventive action plans.

• Monitor implementation and recommend process improvements.

• Monitor retention performance and identify lost customers.

• Coordinate customer reactivation and aftersales campaigns.

• Recommend initiatives to increase customer loyalty and repeat visits

• Monitor booking conversion rates and appointment performance.

• Bridge communication between customers and workshop teams.

• Track cases through resolution and escalate complex issues when necessary.

• Prepare daily, weekly, and monthly performance reports.

• Monitor customer satisfaction, complaints, retention, and workshop booking KPIs.

• Provide management with insights and recommendations for improvement.

Job Requirements:

• Strong customer service, communication, and coordination skills.

• Proficiency in Microsoft Excel, PowerPoint, and customer management systems.

• Strong analytical, reporting, and problem-solving skills.

• Ability to handle difficult customers professionally and calmly.

• Strong teamwork and relationship-building skills.