CUSTOMER SERVICE MANAGER – EV AUTOMOTIVE (2W) (TANGERANG)

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

 

JOB SUMMARY

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

 

JOB DESCRIPTIONS:

• • 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

 

REQUIREMENTS:

• • 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: faris@sunrecruit.com

Thank You and Good Luck!

Sunrecruit Indonesia.
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