Customer Relation - Supervisor

Erajaya is looking for a professional and driven Customer Relation Supervisor to lead our service excellence initiatives in Jakarta. This role is designed for a strategic thinker who excels in managing high-level customer interactions and overseeing after-sales operations. You will be responsible for ensuring our customers receive the best possible experience, from initial contact to post-purchase support. This is an opportunity to make a significant impact on our customer satisfaction scores and drive our business growth.

Erajaya is a leading company in Jakarta with a rich history of delivering exceptional service. We are committed to innovation and continuous improvement, and we are looking for a Customer Relation Supervisor who shares our passion for excellence. In this role, you will work closely with our sales and support teams to develop and implement strategies that enhance customer loyalty and satisfaction. You will use tools like Salesforce and Zendesk to manage customer interactions and ensure seamless communication across all touchpoints.

As a Customer Relation Supervisor at Erajaya, you will be at the forefront of our customer service strategy. You will lead a team of customer service representatives, providing guidance and support to ensure they deliver outstanding service. You will analyze customer feedback, identify trends, and implement improvements to our service processes. This role offers a dynamic and rewarding environment where your contributions will directly impact our bottom line.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of customer service representatives, providing training and support to ensure they deliver exceptional service.
• Manage high-level customer interactions, resolving complex issues and ensuring customer satisfaction.
• Oversee after-sales operations, including warranty and return processes, to ensure a smooth customer experience.
• Analyze customer feedback and data to identify trends and areas for improvement in our service processes.
• Develop and implement strategies to enhance customer loyalty and satisfaction, driving business growth.
• Collaborate with sales and marketing teams to align customer service initiatives with overall business goals.
• Use Salesforce and Zendesk to manage customer interactions and ensure seamless communication across all touchpoints.
• Monitor and report on key performance indicators (KPIs) to track the effectiveness of customer service initiatives.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service, with a proven track record in managing high-level customer interactions.
• Strong understanding of customer service best practices and industry standards.
• Proven ability to lead and mentor a team of customer service representatives.
• Excellent analytical and problem-solving skills, with the ability to analyze customer feedback and data.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
• Proficiency in using Salesforce and Zendesk for customer relationship management.
• Certification in customer service or a related field is a plus.

🛠️ Keahlian

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