Customer Relation Supervisor

Job Summary:

As a Customer Relations Specialist at BYD Indonesia, you will be responsible for managing and enhancing customer relationships to ensure satisfaction and loyalty. You will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing support related to BYD electric vehicles (EVs) and associated products. Your role will involve proactive communication, problem-solving, and collaboration with internal teams to deliver exceptional customer service and support BYD's growth objectives in Indonesia.

Key Responsibility

1. Supervise the daily operations of the customer service team and ensure that all customer service representatives comply with the service standards and processes stipulated by the company;

2. Responsible for managing the customer service team, including personnel recruitment, new employee training, assessment and incentives for team members;

3. Responsible for the formulation of customer service related policies, including customer service management system, service process, customer complaint policy, personnel training, etc.;

4. Regularly analyze and summarize the acceptance of customer complaints, and feedback to superiors and relevant departments to identify problems and promote optimization;

5. Continuously and effectively optimize customer service models, processes and standards, improve service quality and service carrying capacity, and improve user satisfaction;

6. Responsible for coordinating and handling major customer complaints and crisis events, including formulating response strategies, and communicating with relevant departments in a timely manner to solve problems;

Education/Experience

122-35 years old, gender is not limited;

2Full-time specialist and above, with automobile related majors, project management related majors are preferred;

3Those who are engaged in automotive after-sales customer service and management, especially those with relevant experience in OEMs or auto importers are preferred;

4Good service consciousness and communication and coordination ability;

5Skilled in operating MS-Office;

6Good knowledge of electric vehicles, especially BYD brand, and passion for automotive after-sales service work;

7English or Chinese working ability is preferred.

About the team:

The after-sales department of BYD Indonesia is mainly responsible for after-sales service planning and management, including customer service, spare parts, technology and others of after-sales business policy, technical support, business assessment and improvement, etc. The work of the after-sales department is aimed at improving customer satisfaction and loyalty, ensuring the quality and reliability of the products or services after sales, handling customer inquiries, complaints and claims, optimizing after-sales service processes, and improving operational efficiency.