Customer Experience Associate (2-Year Contract)

Customer Experience Associate (2-Year Contract)

• at Porsche Asia Pacific
• On-siteSingapore, Singapore, SingaporePorsche Singapore Pte. Ltd.Full-time
• Posted about 1 month ago
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Description

“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 Associate (2-Year Contract)

Porsche Singapore Pte. Ltd.

Porsche Singapore is offering a vacancy for a Customer Experience Associate within its Marketing team. The Customer Experience Associate plays a key role in ensuring every Porsche customer receives a professional, prompt, and best-in-class service experience. This role focuses on managing service-related enquiries, coordinating workshop appointments, and delivering seamless communication throughout the customer journey to achieve the highest level of satisfaction and trust.

Deliver outstanding customer service by managing service bookings, enquiries, and complaints across multiple channels (inbound/outbound calls, and emails) promptly and professionally.

Investigate complex cases or complaints submitted by customers and provide resolutions to the cases/complaints, including working with various stakeholders and crafting replies.

Coordinate closely with Service Consultants and workshop teams to ensure timely completion of service jobs, keeping customers informed on progress and updates to ensure a smooth and transparent customer journey.

Engage customers through post-service follow-up calls to gather feedback and ensure satisfaction with the service experience.

Collaborate with the CRM and After Sales team to evaluate and enhance service processes and implement best practices.

Update and log all interactions, bookings, and customer details accurately and promptly in Porsche Singapore’s in-house systems (SAP and Pinewood DMS).

Contribute to service quality and customer satisfaction targets by delivering consistent, brand-aligned service and supporting initiatives related to customer communications.

Ensure secure handling of IT systems and proper maintenance of customer data in compliance with company standards.

Support data and reporting tasks, including report preparation, data cleaning, and analysis to identify insights and opportunities for improvement.

Provide cross-functional support for Porsche retail CRM.

Requirements

Singaporean or Singapore Permanent Resident (SPR) preferred

Prior experience in a call centre, customer service, or service appointment coordinator role, ideally within the automotive, hospitality, or luxury service industry.

Strong communication skills with a warm, customer-centric approach and professional phone etiquette.

High level of organisational ability with excellent attention to detail, accuracy, and follow-through.

Proficiency in Microsoft Office; prior experience with DMS or CRM systems is an advantage.

Ability to multitask effectively in a fast-paced, high-volume environment.

Problem-solving mindset with the ability to handle first-level escalations calmly and professionally.

Positive attitude, proactive approach, and strong teamwork skills.

Ability to work a 5.5-day work week.

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Porsche Asia Pacific Pte Ltd commenced operations on October 1st, 2001 and was founded to give Porsche closer ties with Asia Pacific markets that are becoming increasingly important. Porsche Asia Pacific supports the operation of importers and dealers in 13 countries: Brunei, Cambodia, French Polynesia, Indonesia, Malaysia, Mongolia, New Caledonia, New Zealand, the Philippines, Singapore, Sri Lanka, Thailand and Vietnam.