Customer Relations Officer (Supervisor) - XPeng

Join Erajaya as a Customer Relations Officer (Supervisor) for XPeng and lead a dynamic team dedicated to delivering exceptional customer experiences in the electric vehicle industry. Based in beautiful Bali, this role offers a unique opportunity to shape customer satisfaction and loyalty for XPeng's growing presence in Indonesia. As part of Erajaya's expanding team, you'll work closely with XPeng's management to ensure seamless communication and support for customers across Bali.

In this role, you'll oversee daily customer interactions, from initial inquiries to post-purchase support, using tools like Salesforce and Zendesk. You'll analyze customer feedback to identify trends and areas for improvement, collaborating with cross-functional teams to implement solutions. This is a fantastic opportunity to leverage your experience in customer relations within the EV sector and contribute to XPeng's mission of sustainable transportation.

📋 Tanggung Jawab Pekerjaan

• Manage and supervise a team of Customer Relations Officers, ensuring they deliver high-quality customer service.
• Handle and resolve customer inquiries and complaints efficiently, using CRM systems like Salesforce and Zendesk.
• Analyze customer feedback and data to identify trends and areas for improvement in customer service.
• Collaborate with product and service teams to address customer concerns and enhance the overall customer experience.
• Develop and implement training programs to upskill the team on best practices in customer relations.
• Monitor customer satisfaction metrics and report on KPIs to ensure service quality and team performance.
• Build and maintain strong relationships with key customers and stakeholders.
• Stay updated with industry trends and best practices in customer relations within the electric vehicle sector.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5 years of experience in customer relations, customer service, or a similar role, preferably within the automotive or EV industry.
• Proven track record of managing and supervising a team.
• Strong understanding of CRM systems like Salesforce or Zendesk.
• Excellent communication and interpersonal skills, with the ability to handle high-pressure situations.
• Knowledge of Indonesian language and culture, with the ability to communicate effectively with diverse customer bases.
• Familiarity with the electric vehicle market and industry trends.
• Certification in customer service or related fields is a plus.

🛠️ Keahlian

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