CUSTOMER RELATIONSHIP OFFICER

About the role

The Customer Relationship Officer is responsible for building and maintaining strong relationships with customers through effective and professional communication. This role involves managing customer inquiries, complaints, and feedback while coordinating internally and externally to ensure customer needs are resolved satisfactorily.

Key responsibilities

• Build strong relationships with customers through effective and professional communication
• Conduct follow-up with customers 3 days after first unit handover and after service
• Receive, record and manage customer inquiries, suggestions, and complaints
• Ensure every customer complaint is followed up until resolved
• Manage customer database and update data regularly
• Prepare customer care activity reports
• Coordinate internally with sales, service and spare parts teams to resolve customer needs
• Coordinate externally with call center agents and relevant contacts at head office to resolve customer needs
• Support implementation of customer loyalty programs and customer retention activities

About you

• Minimum D3/S1 education in any field, preferably in communication, business administration or related field
• Minimum 2 years experience in customer service, customer care or call center across various industries
• Strong verbal and written communication skills
• Ability to handle customer complaints professionally
• Customer satisfaction and service quality oriented
• Able to work individually and in teams
• Detail-oriented, disciplined, proactive with good problem-solving abilities
• Willing to work according to dealer operating hours
• Friendly, polite attitude and professional appearance