Customer Experience - Executive

About your role As a part of the Customer Experience team, you will handle both inbound and outbound calls, engaging with customers to provide information, resolve inquiries, and coordinate appointments using company-provided leads. This is a structured, target-driven position requiring excellent communication skills, attention to detail, and a strong customer-focused mindset. You will work closely with internal teams to ensure a seamless service journey while meeting defined performance metrics. This role is ideal for individuals who thrive in high-activity environments and are motivated by clear objectives and attractive incentives.

Responsibilities

Enhance customer experience by actively promoting and clearly explaining Carro’s products and services.

Manage inbound and outbound calls, ensuring prompt, professional, and effective communication with customers.

Handle and nurture leads from Carro’s online channels, calls, social media, and other platforms to deliver seamless end-to-end service.

Assist customers with requests for service quotations, financing options, and retail inquiries accurately and efficiently.

Coordinate qualified leads to the appropriate teams to maintain smooth operations and timely follow-ups.

Respond to all enquiries quickly to meet performance targets such as Average Handling Time (AHT), First Call Resolution (FCR), and Turnaround Time (TAT).

Resolve customer complaints by coordinating with internal departments to ensure timely and effective resolutions.

Support Carro’s customer satisfaction objectives by maintaining high service standards in line with Net Promoter Score (NPS) targets.

Ensure adherence to process and quality standards in all customer communications in line with quality assurance requirements.

Requirements

Willing to work on an alternate 6-day schedule, including weekends and public holidays.

At least two years of experience in a related field; experience in dealership, automotive customer experience, sales, or service advisor roles is highly preferred.

Proficient in Microsoft Office and call centre systems.

Skilled in handling inbound calls, email servicing, live chat, and social media interactions.

Strong organisational, communication, negotiation, and management skills.

Able to work independently with minimal supervision and maintain a proactive “can-do” attitude.

Previous experience in customer service or call centre environments is an advantage.

About Carro Carro has carved out a reputation as Southeast Asia’s largest online automotive marketplace. This tech unicorn is a people-centric business with over 4,000 employees in 7 countries who speak 9 languages. Working here, you’ll be part of a diverse, inclusive team that drives innovation and change, and find a place that supports your growth and development. Visit us at work with Carro?

Join the region’s largest online automotive marketplace with offices in 7 countries.

Firsthand experience at reshaping the automotive industry using the latest technologies such as AI and machine learning.

Formal and informal learning and development programmes to support your growth and career progression.

Comprehensive benefits including medical, insurance and wellbeing.

Flexible working arrangements upon request.

Learn from experienced mentors in the technology and automotive space.

Meet and interact with colleagues from all around Asia.

Pursue opportunities to work in departments in other countries and regions.

Diverse and inclusive working environment with modern workspaces.

Fun and engaging employee events, initiatives, and celebrations.

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