Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? Erajaya, a leading retail and distribution powerhouse, is seeking a dynamic Customer Relation Supervisor to join our team in Jakarta. In this pivotal role, you will be the bridge between our brand and our valued customers, ensuring every interaction reflects our commitment to excellence.
As a Supervisor, you will lead a dedicated team to resolve complex inquiries, optimize service workflows, and maintain the highest standards of service quality. Whether you come from an automotive, retail, or high-volume service background, your ability to empathize, problem-solve, and lead will be instrumental in our continued success. If you are ready to elevate your career within an industry-leading organization, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and supervise a team of customer service representatives to ensure daily KPIs and quality standards are met.
- Act as the primary point of escalation for complex customer issues, providing swift and professional resolutions.
- Monitor and analyze service performance metrics, reporting findings to management with actionable improvement plans.
- Implement and refine standard operating procedures (SOPs) to enhance the efficiency of the customer relations department.
- Facilitate regular team training sessions regarding product knowledge, communication techniques, and conflict management.
- Collaborate with cross-functional departments, including sales and after-sales, to streamline customer journey touchpoints.
- Ensure compliance with company policies while maintaining a high level of customer satisfaction (CSAT) and loyalty.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- 1–3 years of proven experience in customer service, public relations, or after-sales supervision.
- Strong preference for candidates with direct experience in the automotive or consumer electronics industry.
- Excellent leadership skills with the ability to motivate and manage diverse teams effectively.
- Proficient in CRM software and Microsoft Office Suite (Excel, PowerPoint).
- Exceptional verbal and written communication skills in both Bahasa Indonesia and English.
- A proactive problem-solver with high emotional intelligence and the ability to work under pressure.