Customer Experience Executive - Toa Payoh

Why Join Us

At ComfortDelGro, we believe that exceptional service starts with passionate people. As a Customer Experience Executive, you won’t just be supporting our frontlines - you’ll be leading the charge in creating memorable experiences that keep our customers coming back.

Join us and you’ll:

• Make a real impact — play a key role in shaping a customer-first culture across our workshops.
• Grow your career — gain valuable cross-functional exposure and collaborate with a dynamic, high-performing team.
• Drive innovation — turn customer insights into action and champion new ideas that elevate service standards.
• Be part of something bigger — join a trusted brand that’s transforming mobility, with customer excellence at the heart of everything we do.

If you're energetic, customer-obsessed, and ready to drive change — this is your moment.

Job Purpose

We are looking for a highly driven Customer Experience Executive with a proven track record to lead and elevate the customer experience across all touchpoints. The ideal candidate will play a pivotal role in shaping a customer-first culture, ensuring service excellence, and driving business growth through superior service delivery and insight-driven improvements.

• Develop Service Excellence Standards
• Establish and maintain exemplary service standards, including personal grooming and housekeeping, that serve as a competitive edge for our brand.
• Drive Consistent Service Delivery
• Ensure all service staff uphold the defined standards, delivering smooth and consistent experience at every stage of the customer journey.
• Customer Engagement & Feedback Management
• Engage with customers proactively to identify service gaps and recommend enhancements to improve their experience.
• Handle and manage customer enquiries and feedback across multiple channels, including calls, emails, and WhatsApp.
• Experience Ownership Across Touchpoints
• Oversee and ensure the cleanliness, professionalism, and welcoming ambiance of all customer-facing areas such as the reception and lounge.
• Ensure every interaction leaves customers with a lasting, positive impression.
• Champion Customer-Centric Culture
• Act as an internal ambassador and change agent to foster a customer-focused mindset across the organisation.
• Promote a culture of total customer experience excellence among all service staff and inspire them to harness this as a driver of business success.
• Training & Development Collaboration
• Collaborate with the Organisational Development team to design and implement training programmes that enhance customer experience across all touchpoints.
• Insights, Reporting & Analysis
• Track and analyse customer feedback and complaints, Google reviews, and other customer data sources.
• Conduct customer satisfaction surveys, mystery audits, and insights surveys.
• Present findings and actionable insights to relevant stakeholders, identifying gaps and recommending solutions.

• Degree in Business, Hospitality, Customer Service, or related field
• Minimum 3 years of proven experience in customer experience or service excellence roles, preferably in automotive, hospitality, or retail industries
• Strong communication and interpersonal skills
• Excellent analytical skills with the ability to translate customer data into actionable insights
• Confident, proactive, and customer-obsessed mindset
• Experience in leading service audits, implementing SOPs, and training staff is an advantage
• Comfortable working across departments and engaging with both frontliners and management