Our client, an EV Automotive (2W) company is looking for potential candidates to be placed as Customer Service Manager with details as follows:



    • Position: Customer Service Manager
    • Division: Customer Service
    • Location: Tangerang
    • Industry: EV Automotive (2W)
    • Salary: Open



    • Develop the channels for non-technical customer service
      • Work with Digital/Marketing/Sales to create front and back-end systems for non-technical customer service throughout all the physical and digital channels, e.g. call centers, chatbots, Facebook, Whatsapp Web, app, dealer training
      • Build in-house & vendor team; develop operational process flow, materials and conduct necessary
        training to develop team members and dealers
      • Create B2C communication system to log and record customer and dealer communication
    • Manage system for customer service
      • Establish a gold standard customer service operation for the company’s
      • Make sure the service level fulfillment is up to agreed company standard.
      • Be the primary contact point for all customer interactions throughout their customer journey including but not limited to: answering questions on the company’s products, collecting customer information, supporting test-drive scheduling, delivery scheduling, repair scheduling, debugging, etc.
      • Keep a record of customer interactions and details of actions taken with the underlying results
      • Delegate specific customer enquiries to specific teams
      • Support key account functions and develop feedback mechanism on company’s service delivery performance
      • Ensure customers are provided with the best quality service as to maintain customers loyalty
      • Responsible for analysing inquiries from customers into practical insights and recommending process improvements for top customer queries, leveraging innovative technology wherever possible
    • Team leadership: responsible for:
      • Managing interface between multiple CS interfaces, including: dealerships, logistics, aftersales, digital, etc.
      • Monitor productivity of the CS team, quality of customer service, turnaround time and other appropriate metrics to ensure performance expectations are achieved; providing meaningful and timely performance coaching and feedback as necessary
      • Resolving escalated CS issues in a timely manner
    • Continuous improvement in CS operation



    • Minimum of a bachelor’s degree is required
    • Fluent in English
    • At least 8 years of customer care/service management experience, with proven leadership track record and verifiable history of managing high volume teams
    • Experience training a new customer service team and building the requisite technology/vendors/infrastructure to support operations
    • Experience in the automotive industry is a plus
    • Experience in the premium hospitality industry is preferred
    • Strong customer-facing experience preferred, with solid understanding of the customer journey
    • Experience in leading and developing call-center team.
    • Knowledge of customer relationship management (CRM) systems and latest tools/technology in customer support field.
    • Setting up of systems and technology infrastructure & to manage customer requests and interface between customers and other parts of the organization: e.g. logistics, dealerships, technical (aftersales) service centres
    • Experience managing in-house and 3rd party customer service teams, including set-up, KPI-Customer Satisfaction oriented
    • Passion for EV and strong customer service orientation
    • Team leadership and coaching
    • Strong Communication skills with various levels
    • Independent start-up can-do attitude
    • Out of the box creativity to tailor innovative solutions to address customer concerns setting and monitoring



Directly drop your updated CV / Resume to our consultant.

    • E-mail Format: SunWeb – (Position You Apply) *Required
    • Consultant Name: Faris Anggoro
    • Consultant Contact:

Thank You and Good Luck!

Sunrecruit Indonesia.
People gateway for solutions.


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