Deskripsi Pekerjaan
Eigerindo Multi Product Industry, a leading name synonymous with adventure and quality outdoor gear, is seeking a highly proactive and experienced Customer Relation & Crisis Management Officer to join our dynamic team in Bandung. In this pivotal role, you will be the guardian of our esteemed brand's reputation and the architect of exceptional customer experiences. We believe that every customer interaction is an opportunity to strengthen loyalty, and every challenge is a chance to demonstrate our unwavering commitment to excellence.
As our front-line expert, you will be instrumental in developing and implementing robust strategies for effective customer complaint resolution and comprehensive crisis communication. You will oversee all aspects of our customer support ecosystem, ensuring seamless operations, timely responses, and proactive engagement with our diverse customer base. This position is crucial for maintaining and enhancing customer trust and satisfaction, directly impacting our market presence and brand loyalty.
If you are a strategic thinker with a passion for customer advocacy, possess exceptional problem-solving skills, and thrive in a fast-paced environment where your decisions directly impact brand perception, we invite you to contribute to Eigerindo's continued success. Your ability to transform potential issues into positive outcomes will be key to maintaining our strong bond with the adventurer community we serve. Join us and shape the future of customer relations at Eigerindo, where your expertise will help us climb new heights in customer satisfaction.
Tanggung Jawab
- Develop, implement, and continuously refine strategies and procedures for comprehensive customer complaint management and proactive crisis communication.
- Oversee the end-to-end process of receiving, documenting, investigating, and resolving customer complaints across various channels (online, phone, social media).
- Act as the primary point of contact during critical incidents, coordinating responses and ensuring timely and transparent communication with affected customers and internal stakeholders.
- Monitor customer feedback, social media, and other digital channels to identify potential issues and proactively address concerns before they escalate into crises.
- Collaborate closely with relevant departments (e.g., Marketing, Sales, Product Development) to identify root causes of complaints and implement preventative measures and continuous improvement initiatives.
- Train and mentor customer service teams on best practices for handling complex inquiries, de-escalating challenging situations, and delivering empathetic support.
- Prepare comprehensive reports on customer feedback trends, crisis incidents, resolution outcomes, and customer satisfaction metrics to inform management decisions.
- Ensure strict compliance with company policies, industry regulations, and legal requirements pertaining to customer relations, data privacy, and consumer protection.
Kualifikasi
- Bachelor's degree in Communications, Public Relations, Business Administration, or a closely related field.
- Minimum of 3-5 years of progressive experience in customer relations, crisis management, or a similar high-pressure customer-facing role, preferably within the retail or consumer goods industry.
- Proven track record of successfully managing complex customer complaints, navigating sensitive brand-impacting situations, and preserving brand reputation.
- Exceptional verbal and written communication skills, with the ability to convey empathy, professionalism, and clarity under pressure.
- Strong analytical and problem-solving abilities, coupled with a data-driven approach to identifying trends, root causes, and effective solutions.
- High level of emotional intelligence, resilience, and composure, capable of handling difficult conversations and maintaining a positive demeanor in challenging circumstances.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and customer service platforms is essential.
- Ability to work both independently and collaboratively within a fast-paced, dynamic team environment.
- Fluency in both Bahasa Indonesia and English (written and spoken) is highly preferred.