Jose Marie Javellana - Senior Customer Service Advisor/Brand Ambassador - Eurokars Auto Pte. Ltd. (formerly Stuttgart Auto)

Summary

Proven leader in customer service excellence at Eurokars Auto Pte. Ltd., adept in staff training and problem-solving. Spearheaded initiatives reducing complaints and enhancing satisfaction, fostering team collaboration and mastering product knowledge. Renowned for interpersonal skills and adaptability, consistently delivering and exceeding service standards, nurturing high-profile and long-term client relationships.

Overview

13

years of professional experience

1

Certification

Work History

Senior Customer Service Advisor/Brand Ambassador

Eurokars Auto Pte. Ltd. (formerly Stuttgart Auto)

Kampong Sungai Jurong, Singapore

02.2012 - Current

Respond to customer requests, offering excellent support and tailored recommendations to address needs.
Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Maintain up-to-date knowledge of product and service changes.
Follow up with customers about resolved issues to maintain high standards of customer service.
Resolve customer service issues using company processes and policies and provided updates to customers.
Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
Train staff on operating procedures and company services.
Reduce customer complaints by proactively identifying areas for improvement within the department.
Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
Contribute valuable insights during strategy meetings focused on refining overall organizational approach toward delivering superior customer experiences.
Enhance customer satisfaction by promptly addressing and resolving complex issues.
Handles high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

No Degree - Mechanical Engineering Technology

Technological University of The Philippines-Visaya

Philippines

08.2006

Skills

Staff Training

De-Escalation Techniques

Service Recommendations

Teamwork and Collaboration

Problem-Solving

Excellent Communication

Active Listening

Adaptability and Flexibility

Product and service knowledge

Customer Retention

Interpersonal Skills

Customer service excellence

Accomplishments

Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Achieved 100% Customer Satisfaction Survey 2 out of 3 times in a row.