Customer Experience & Satisfaction Supervisor

Chery Indonesia; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

An automotive company in Indonesia seeks a customer service manager to oversee customer communications and resolve complaints effectively. The ideal candidate will have a Bachelor's degree in Law and a minimum of 3 years of experience in automotive after-sales customer service. Fluency in Indonesian and English is essential, with Mandarin as an advantage. This role requires strong problem-solving skills and the ability to thrive in a fast-paced environment.

Qualifications

• Minimum 3 years of experience in automotive after-sales customer service and management.
• Fluent in Indonesian and English; Mandarin is a strong advantage.
• Ability to perform well in high-pressure, fast-paced environments.

Responsibilities

• Oversee customer communications across social media and WhatsApp, ensuring timely responses.
• Handle and resolve customer complaints through direct negotiations.
• Develop customer service policies and conduct complaint-handling training for dealers.
• Track complaints and resolutions to achieve CSI scores and KPIs.
• Collaborate with teams to resolve complex issues and prepare reports.

Skills

Problem-solving

Negotiation

Interpersonal skills

Customer-focused mindset

Fluency in English

Fluency in Indonesian

Knowledge of consumer protection law

Education

Bachelor’s degree in Law

Job description

An automotive company in Indonesia seeks a customer service manager to oversee customer communications and resolve complaints effectively. The ideal candidate will have a Bachelor's degree in Law and a minimum of 3 years of experience in automotive after-sales customer service. Fluency in Indonesian and English is essential, with Mandarin as an advantage. This role requires strong problem-solving skills and the ability to thrive in a fast-paced environment.