Customer Relations Officer - BMW Eurokars

Eurokars Group Indonesia; Jakarta Barat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

Eurokars Group Indonesia is seeking a Customer Relations Officer to ensure a premium customer experience for BMW clients throughout their journey—from inquiry to service. The role focuses on maintaining strong relationships, timely updates, and a seamless, professional interaction across multiple touchpoints.

The incumbent will handle inquiries via phone, email, and WhatsApp, follow up on requests, and coordinate with Sales, Service, and Aftersales teams to resolve issues in line with BMW

Qualifications

• Bachelor's degree in communications, hospitality, business administration, marketing, or related field.
• Experience in customer relations, customer service, hospitality, or automotive preferred.
• Excellent communication and interpersonal skills.
• Customer-oriented with strong problem-solving abilities.
• Proficiency in Indonesian and English.
• Presentable and able to represent premium automotive brand.

Responsibilities

• Act as main contact for customers before, during, and after vehicle purchase or service.
• Maintain relationships to boost satisfaction, retention, loyalty.
• Handle inquiries via phone, email, and WhatsApp.
• Follow up on sales inquiries, service visits, and feedback.
• Provide customers with updates on service, promotions, and campaigns.
• Conduct and monitor customer satisfaction and NPS surveys.
• Monitor feedback from BMW systems and digital platforms.
• Resolve customer complaints professionally with proper follow-up.
• Coordinate with Sales, Service, Workshop, and Aftersales teams to resolve concerns.
• Ensure issues are resolved promptly per BMW standards.

Skills

Customer relations

Hospitality

Automotive industry

Bahasa Indonesia

English proficiency

Education

Bachelor's Degree in Communications

Bachelor's Degree in Hospitality

Bachelor's Degree in Business Administration

Bachelor's Degree in Marketing

Job description

Customer Relations Officer (CRO) - BMW Eurokars

We are looking for a Customer Relations Officer to support our BMW customers and ensure a premium customer experience throughout their journey with us.

Key Responsibilities

• Act as the main point of contact for customers before, during, and after vehicle purchase or service.
• Maintain good relationships with customers to improve satisfaction, retention, and loyalty.
• Handle customer communication through phone calls, email, and WhatsApp.
• Follow up on sales inquiries, service visits, customer feedback, and other customer needs.
• Provide customers with updates regarding vehicle service, promotions, and BMW technical campaigns.
• Conduct and monitor customer satisfaction and NPS surveys.
• Monitor customer feedback from BMW systems and digital platforms.
• Handle customer complaints professionally and ensure proper follow-up.
• Coordinate with Sales Consultants, Service Advisors, Workshop, and Aftersales teams to resolve customer concerns.
• Ensure customer issues are resolved promptly and in accordance with BMW standards.

Requirements

• Bachelor's Degree in Communication, Hospitality, Business Administration, Marketing, or related field.
• Previous experience in Customer Relations, Customer Service, Hospitality, or Automotive is preferred.
• Good communication and interpersonal skills.
• Customer-oriented with good problem-solving ability.
• Able to handle customer complaints calmly and professionally.
• Comfortable communicating through phone, email, and WhatsApp.
• Good command of Bahasa Indonesia and English.
• Well-groomed, professional, and able to represent a premium automotive brand.