Customer Relations Manager

Job Summary

Are you a customer-centric professional who loves creating exceptional experiences? BYD Indonesia is looking for a Customer Relation Manager to lead our customer engagement strategies across our dealer network, call centers, and customer service initiatives. If you thrive on building lasting relationships, driving customer satisfaction, and elevating service standards, we want you to be part of our journey to redefine the automotive experience.

Job Responsibilities:

• Design and implement customer engagement strategies that enhance satisfaction, loyalty, and positive interactions throughout all touchpoints.
• Partner with dealer teams to ensure seamless customer service delivery, providing guidance, training, and support to enhance customer relationships.
• Manage call center operations, ensuring high-quality service, efficient query resolution, and a consistent customer experience across all channels.
• Collect, analyze, and act on customer feedback to continuously improve processes, services, and the overall customer journey.
• Leverage customer relationship management (CRM) systems to analyze data, track customer interactions, and develop actionable insights for improving engagement.
• Lead the resolution of complex customer issues, ensuring a professional approach and satisfactory outcomes while maintaining brand reputation.
• Develop and monitor key performance indicators (KPIs) to assess customer satisfaction, service efficiency, and overall program success.
• Work with marketing, sales, and product teams to ensure customer needs are met through tailored initiatives, campaigns, and service enhancements.

Job Requirements:

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• Having at least 5 years of experience in customer relations, call center management, or dealer engagement, preferably within the automotive or related industry.
• Proven ability to build and maintain positive customer relationships, drive loyalty, and improve customer satisfaction metrics.
• Excellent communication and leadership skills with the ability to inspire, lead, and train teams across various departments.
• Strong analytical skills, with experience using CRM systems and data-driven insights to inform customer engagement strategies.
• Ability to handle complex customer issues with diplomacy and professionalism, delivering resolution and building trust.
• Experience collaborating with cross-functional teams, including dealers and internal departments, to achieve customer satisfaction goals.
• Proficiency in Bahasa Indonesia and English; Mandarin proficiency is a plus.