SPV Costumer Relation Officer ( CRO )

Focus Motor Group

Rp6,000,000 - 7,500,000/Month

Operations & Customer Service Customer Service Representative

Full-Time · On-site

Minimum Bachelor’s Degree

3 - 5 years of experience

Job Requirements

On-site

3 - 5 years of experience

Minimum Bachelor’s Degree

Skills

Call Center

Customer Relationship Management

Problem Solving

Teamwork

Microsoft Office

Customer Support

Outbound Call

Communication Skills

Help Desk

Customer Service

Job Benefits

Mentorship

This job post is managed by

Fadly Anastianto

Premium Employer

Job description for SPV Costumer Relation Officer ( CRO ) at Focus Motor Group

Deskripsi Singkat:

Kami mencari Customer Relation Team Leader / Supervisor yang berpengalaman untuk memimpin tim Customer Care kami. Anda akan bertanggung jawab memastikan standar pelayanan tertinggi, mengelola penanganan komplain pelanggan yang kompleks, serta memantau program tindak lanjut kepuasan pelanggan (follow-up post-sales H+1, H+7, dll) demi menjaga loyalitas pelanggan dan reputasi perusahaan.

Tugas & Tanggung Jawab:

Team Leadership & Monitoring: Memimpin, mengarahkan, dan memantau performa harian tim Staff Customer Relation dalam mencapai KPI pelayanan.
Complex Escalation Handling: Menangani dan menyelesaikan komplain atau masalah pelanggan high-level yang membutuhkan koordinasi lintas divisi (Sales, Service/Bengkel, Legal, atau Management).
Process & Journey Control: Mengawasi dan mengevaluasi efektivitas proses follow-up pasca-pembelian (H+1, H+7, H+30) untuk memastikan kepuasan dan retensi pelanggan.
Reporting & Analysis: Menganalisis data kepuasan pelanggan dan tren komplain secara berkala, serta menyajikan laporan analisis beserta saran perbaikan ke pimpinan. (contoh NPS (Net Promoter Score)).
SOP & Development: Menyusun script, panduan penanganan komplain, serta memberikan pelatihan (coaching) berkala kepada staf agar kualitas layanan konsisten.

Focus Motor Group

Information Technology and Services

51 - 200 employees

At Focus Group Motor, we're passionate about empowering your drive, no matter the destination. We offer a curated selection of pre-owned vehicles, from reliable everyday cars to extraordinary car.

Office address

Bursa Otomotif Mangga Dua Square LG Lot M17-18, Lot M9-9A, Lot L11-11A, Jl. Mangga Dua Raya No.8, RT.11/RW.5, Ancol, Kec. Pademangan, Jkt Utara

Glints Safety Tips

Legitimate employers won’t ask for contact Telegram or any kind of top-ups or payment. Do not provide your messaging app contacts, bank details, or credit card information.

Learn More