Customer Support & Service Lead — KPI & Retention

PT. Star Wagen Indonesia; Jakarta Pusat; On-site; IDR 200,000,000 - 400,000,000; Full time

Job summary

Star Wagen Indonesia is seeking a Customer Support & Sales Service Section Head to lead a customer-focused, data-driven team and drive service improvement across the organization. The role emphasizes monitoring KPIs, refining SOPs, and coordinating cross-functional efforts to enhance customer satisfaction and loyalty.

The successful candidate will have a technical background in automotive/engineering, strong communication skills, and the ability to manage multiple operating areas across

Qualifications

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, Automotive Engineering, or related field.
• 3–5 years of relevant work experience.
• Proficiency in Microsoft Office and SAP; strong communication skills.

Responsibilities

• Monitor and evaluate Customer Support KPIs including response time and resolution.
• Develop and update SOPs for Customer Support and Sales Service.
• Analyze market opportunities and industry trends to support service development.
• Develop and implement customer retention and after-sales programs.
• Coordinate issue resolution with relevant departments to ensure timely solutions.

Skills

Microsoft Office

Communication skills

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Industrial Engineering

Bachelor's degree in Automotive Engineering

Tools

SAP

Job description

Star Wagen Indonesia is seeking a Customer Support & Sales Service Section Head to lead a customer-focused, data-driven team and drive service improvement across the organization. The role emphasizes monitoring KPIs, refining SOPs, and coordinating cross-functional efforts to enhance customer satisfaction and loyalty.

The successful candidate will have a technical background in automotive/engineering, strong communication skills, and the ability to manage multiple operating areas across