Customer Relations & 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

Chery Group Indonesia is the local subsidiary of Chery Automobile Co., Ltd., a leading Chinese automotive company specializing in the manufacturing and distribution of passenger vehicles.

Responsibilities

• Oversee customer communications across social media and WhatsApp, ensuring timely responses and preventing potential crises from major complaints.
• Handle and resolve customer complaints, including direct negotiations to achieve effective solutions.
• Develop customer service policies and conduct complaint-handling training for dealers.
• Track and monitor complaints and resolutions to ensure consistent achievement of CSI scores and KPIs.
• Collaborate with cross-functional teams to resolve complex issues and prepare clear, concise reports for management review.

Requirements

• Bachelor’s degree in Law.
• Minimum 3 years of experience in automotive after-sales customer service and management.
• Fluent in Indonesian and English; Mandarin is a strong advantage.
• Strong problem-solving, negotiation, and interpersonal skills with a customer-focused mindset.
• Knowledge of consumer protection law and the ability to perform well in high-pressure, fast-paced environments.

Kindly ensure your CV is written in English. Only shortlisted candidates will be contacted.