Job Description
Erajaya is currently building a high-performing talent pool for our expanding partnership with Xpeng, a leader in intelligent electric vehicles. We are seeking a proactive and service-oriented Customer Relation Supervisor to join our team in Jakarta. In this role, you will be the bridge between our premium automotive brand and our valued customers, ensuring that every interaction reflects the innovation and excellence of the Xpeng brand.
As a Supervisor, you will lead customer service initiatives, manage feedback loops, and maintain high standards of after-sales support. This position is ideal for an experienced professional looking to transition into the fast-paced and rapidly evolving electric vehicle (EV) sector. You will play a crucial role in shaping the customer experience journey for EV owners, ensuring satisfaction and fostering long-term brand loyalty.
Responsibilities
- Oversee daily customer service operations, ensuring all inquiries are addressed with professionalism and efficiency.
- Lead and mentor a team of support staff to achieve high service level agreements (SLAs).
- Manage complex customer complaints and escalations, finding solutions that align with company policy and customer satisfaction goals.
- Analyze customer feedback data to identify recurring issues and suggest actionable improvements to the after-sales process.
- Coordinate with the internal technical and service teams to ensure seamless communication regarding vehicle maintenance and repairs.
- Develop and implement standard operating procedures (SOPs) for customer relations and after-sales support.
- Prepare regular reports on customer satisfaction metrics and performance indicators for management.
Qualifications
- Bachelor’s degree in Business, Communications, or a related field.
- 1–3 years of proven experience in customer service, public relations, or after-sales roles.
- Strong preference for candidates with prior experience in the automotive or premium consumer goods industry.
- Excellent command of Indonesian and English, both written and verbal.
- Strong leadership skills with the ability to manage and motivate a support team.
- Expertise in CRM software and general office productivity tools.
- Strong problem-solving abilities and a calm demeanor under pressure.
- A passion for electric vehicles and the technology sector.