Multichannel Customer Support Specialist

BYD Indonesia; Jakarta Pusat; On-site; IDR 48,000,000 - 72,000,000; Full time

Job summary

BYD Indonesia is seeking a Customer Service/Support specialist to manage interactions across phone, email, chat, and digital platforms. You will be a key contact for inquiries, complaints, and service requests, ensuring timely resolutions and high satisfaction.

Responsibilities include maintaining CRM records, coordinating with Sales, Aftersales, and Technical Support, and monitoring service metrics to drive quality improvements.

Qualifications

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
• Experience in call center operations, customer service, or customer relationship management is preferred.
• Familiarity with CRM systems and call center tools is advantageous.

Responsibilities

• Handle customer communications via phone, email, chat, and other channels, providing accurate product and policy information.
• Investigate and resolve customer inquiries, complaints, and service requests promptly and professionally.
• Maintain positive customer relationships with responsive, informative assistance throughout interactions.
• Record and maintain accurate customer records and interaction histories in the CRM system.
• Coordinate with Sales, Aftersales, Technical Support, and other teams to escalate and resolve issues.
• Conduct follow-ups and satisfaction surveys to monitor customer experience and address concerns.
• Track performance metrics (response time, first contact resolution, CSAT, NPS) and identify improvement opportunities.
• Prepare regular reports on inquiries, trends, and service performance.

Skills

Verbal communication

Written communication

Customer focus

Problem solving

Conflict resolution

Education

Bachelor's degree inBusiness Administration, Communications, Marketing, or related field

Tools

CRM systems

Call center platforms

MS Office

Job description

BYD Indonesia is seeking a Customer Service/Support specialist to manage interactions across phone, email, chat, and digital platforms. You will be a key contact for inquiries, complaints, and service requests, ensuring timely resolutions and high satisfaction.

Responsibilities include maintaining CRM records, coordinating with Sales, Aftersales, and Technical Support, and monitoring service metrics to drive quality improvements.