Customer Service Manager

2 weeks ago

Kelapa Gading Jakarta, Indonesia PT.X-motors Internasional Group Full time 50,000,000 - 120,000,000 per year
Job Description
1. Customer Experience & Service Quality
  • Mengembangkan dan memastikan implementasi standar layanan pelanggan di seluruh cabang (service excellence standard).
  • Mengawasi proses booking appointment, memastikan efektivitas penjadwalan dan optimasi kapasitas bengkel.
  • Memastikan proses follow-up after service berjalan sesuai SOP: reminder service berikutnya, survey kepuasan, dan penanganan komplain.
  • Memonitor dan meningkatkan Customer Satisfaction Index (CSI) & Net Promoter Score (NPS).
  • Menangani eskalasi komplain pelanggan yang tidak terselesaikan di cabang, serta memberikan solusi tepat waktu.
2. Team Leadership & Performance Management
  • Memimpin tim Customer Service di Head Office (Booking, Follow-up, CRM).
  • Menyusun KPI tim: kecepatan respon, tingkat konversi booking, tingkat follow-up completion, dan customer satisfaction.
  • Melakukan coaching, evaluasi kinerja, dan pengembangan kompetensi tim.
  • Menjalin koordinasi erat dengan Workshop Manager, Service Advisor, Part & Inventory, serta tim Marketing untuk program improvement.
3. Operational Excellence & SOP Development
  • Menyusun, memperbarui, dan mensosialisasikan SOP layanan pelanggan, termasuk booking system dan after-service flow.
  • Menganalisis data keluhan, repeat repair, dan ketidaksesuaian layanan untuk perbaikan berkelanjutan.
  • Mengoptimalkan penggunaan sistem CRM/booking system termasuk monitoring penggunaan oleh cabang.
  • Membuat laporan rutin terkait tren pelanggan, isu layanan, dan rekomendasi perbaikan untuk Management.
4. Program & Project Management
  • Mengembangkan program customer retention: service reminder, loyalty program, promo follow-up, dsb.
  • Berkolaborasi dengan Marketing untuk kampanye digital yang berdampak ke peningkatan kunjungan bengkel.
  • Mendorong inisiatif digitalisasi layanan pelanggan (chat automation, WhatsApp Business API, online booking, dsb).

Kualifikasi
Pendidikan & Pengalaman
  • Minimal S1 (diutamakan Manajemen, Komunikasi, Teknik Industri atau setara).
  • Pengalaman minimal 5 tahun di bidang Customer Service, CRM, atau After-Sales Service.
  • Pengalaman memimpin tim minimal 2 tahun.
  • Pengalaman di industri otomotif atau layanan purna jual (after-sales).
Kompetensi Teknis
  • Memahami proses after-sales otomotif: service flow, handling complaint, dan dasar-dasar teknis kendaraan.
  • Familiar dengan CRM systems, customer database, dan booking management tools.
  • Kemampuan analisis data dan pembuatan laporan manajemen.
  • Menguasai komunikasi profesional melalui telepon, email, dan WhatsApp Business.
Soft Skills
  • Leadership yang kuat, mampu membimbing tim dengan target yang jelas.
  • Problem solving cepat dan tepat, terutama untuk isu pelanggan.
  • Orientasi tinggi pada layanan dan kepuasan pelanggan.
  • Komunikatif, empatik, dan mampu menangani situasi pelanggan yang sensitif.
  • Proaktif dalam perbaikan proses dan memiliki mindset continuous improvement.
Lain-lain
  • Bersedia melakukan kunjungan ke cabang bila diperlukan.
  • Mampu bekerja di lingkungan yang dinamis dan berorientasi target.

  • Customer Service Staff

    1 week ago

    Kelapa Gading, Jakarta, Indonesia PTtik Sunny Indonesia Full time 5,000,000 - 8,000,000 per year

    Responsibilities:1.     Serve customers in answering questions asked by customers and provide informations quickly and accurately (such as regarding the products details, the ingredients and the benefits, also the various obstacles in the buying process) using a polite and friendly comunication style;2.     Fostering good relationships with...

  • Customer Service Overseas

    2 weeks ago

    Kelapa Gading, Jakarta, Indonesia PT Guanya International Logistics Full time 2,000,000 - 4,000,000 per year

    Job Descriptions 主要工作职责Handle sea and air freight export customer service.Coordinate with customers, overseas branches, carriers, and internal departments to develop shipment plans and ensure smooth operations.Make bookings and confirm cargo space with airlines, shipping lines, and co-loaders.Prepare and manage shipping documents, enter data...

  • Service Management Staff

    4 days ago

    Kelapa Gading, Jakarta, Indonesia PT Zoomlion Indonesia Heavy Industry Full time

    𝗣𝗹𝗮𝗰𝗲𝗺𝗲𝗻𝘁: Kelapa Gading, North Jakarta 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀:1. Bachelor's degree in any major2. Minimum 2 years in customer service, call center, or after-sales support (heavy equipment/automotive preferred)3. Strong written and verbal communication across multiple channels (phone, email,...

  • Service Management Staff

    4 days ago

    Kelapa Gading, Jakarta, Indonesia Zoomlion Indonesia Full time

    𝗣𝗹𝗮𝗰𝗲𝗺𝗲𝗻𝘁: Kelapa Gading, North Jakarta𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀:Bachelor's degree in any majorMinimum 2 years in customer service, call center, or after-sales support (heavy equipment/automotive preferred)Strong written and verbal communication across multiple channels (phone, email, apps, social...

  • Customer Service

    1 week ago

    Kelapa Gading, Jakarta, Indonesia PT Mersea Mitra Abadi Full time 200,000 - 500,000 per year

    It is a FF logistics company mainly handling nomination export business out of Indonesia to elsewhere.Job responsibility involvesCcoordinating with various vendors (MLO, NVOCC, EMKL, warehouse), Indonesia exporters and overseas agents (other FF logistics company who are nominating the business).Releasing booking (manual/online),Preparing HBL/MBL,Filing CEISA...

  • Customer Service Manager

    1 week ago

    Jakarta, Indonesia Demolytic Full time

    **Jakarta**: **Indonesia**: We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their...

  • Customer Service Manager

    2 days ago

    Jakarta, Indonesia sribu.com Full time

    **Responsibilities** - Responsible for managing the team. - Ensure the Sribu team's customer service with the client and freelancer satisfaction rates of up to 98%. - As a problem solver for critical queries and complaints. - Developing feedback or complaint procedures for customers to use. - Supervising and evaluating customer service staff activities, as...

  • Customer Service

    2 weeks ago

    Jakarta, Indonesia PT IT Service Centre Full time

    **Informasi Lowongan** **Tipe Pekerjaan** **Remote/On-site** **Fungsi Pekerjaan** Layanan Pelanggan, Administrasi **Jenjang Karir** Pemula / Staf **Job Deskripsi** Handle Customer Entry Data Administration **Persyaratan** **Tingkat Pendidikan** S1, D3, SMA **Jurusan Pendidikan** Semuanya **Minimal Pengalaman** **Deskripsi...

  • Sales Executive Food Service

    2 weeks ago

    Kelapa Gading, Jakarta, Indonesia PT Forisa Nusapersada Full time 6,000,000 - 8,000,000 per year

    PT Isaboga Indo Kuliner (subsidiary PT Forisa Nusapersada) yang bergerak di bidang Food Service. Saat ini kami sedang  membuka peluang untuk bergabung bersama kami sebagai Sales Executive Food Service.Tugas dan Tanggung Jawab :Menawarkan produk kepada customer segmen Food Service / HorecaMenjaga hubungan baik dengan customer Food Service / Horeca yang baru...

  • Customer Service Manager

    1 week ago

    Jakarta, Indonesia AIMSIS Full time

    **Responsibilities**: Improve customer service experience, create engaged customers and facilitate organic growth Take ownership of customers issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission Develop service procedures, policies and standards Keep accurate records and document customer...