Deskripsi Pekerjaan
Join Erajaya as a Customer Relation Xpeng Supervisor in Jakarta Raya and be part of the team driving the growth of one of the most innovative electric vehicle brands in Indonesia. In this role you will oversee the dayâtoâday performance of our customer relations department, ensuring that every customer interaction with Xpeng vehicles reflects the highest standards of service and professionalism.
You will work closely with sales, afterâsales, and marketing teams to resolve inquiries, manage complaints, and maintain a seamless customer journey from purchase to afterâsales support. The ideal candidate brings 1â3 years of experience in customer service, public relations, or afterâsalesâpreferably within the automotive sectorâand is passionate about delivering outstanding experiences in a fastâpaced environment.
This contract position offers the opportunity to shape the future of electric mobility in Indonesia and grow with a leading distributor in the region.
Tanggung Jawab
- Oversee daily customer relation activities for Xpeng brand, ensuring timely and accurate responses.
- Manage and motivate a team of customer service agents, conduct performance reviews and training sessions.
- Handle escalated customer complaints and coordinate with afterâsales and technical teams to ensure swift resolution.
- Monitor and analyze key performance indicators (KPIs) such as response time, satisfaction scores, and resolution rates.
- Maintain upâtoâdate knowledge of Xpeng vehicle features, services, and company policies to provide accurate information.
- Prepare regular reports on service performance, trends, and recommendations for process improvement.
- Collaborate with crossâfunctional teams to enhance the overall customer journey and implement best practices.
- Ensure compliance with company standards, guidelines, and relevant regulations in all customer interactions.
Kualifikasi
- 1â3 years of experience in customer service, public relations, or afterâsales, preferably within the automotive industry.
- Proven ability to lead and develop a team in a customerâfacing environment.
- Strong verbal and written communication skills in English and Bahasa Indonesia.
- Familiarity with CRM systems and reporting tools.
- Ability to manage multiple priorities in a dynamic, fastâpaced setting.
- Customerâcentric mindset with a track record of high satisfaction scores.
- Minimum education: Bachelorâs degree in Business Administration, Marketing, or a related field (or equivalent experience).
- Willingness to work under a fixedâterm contract arrangement.