Lowongan Leader, Customer Service di PT Lixil Aluminium Indonesia

Role Objective

• External: Becoming a customer complaint service reception center, handling, and resolving and improving service to customer complaints.
• Internal: Being the coordinator for all divisions in terms of handling customer complaints and setting and create improvement guidance of each problem.

Key Responsibilities / Duties & Responsibilities

• Becoming a center for receiving customer complaint services and improving customer service.
• Responding to every customer complaint within a time limit according to the KPI.
• Make reports and analyses related to customer complaints periodically.
• Justify the responsible parties and Make recommendations for solutions/improvements from the inspection results that have been agreed upon by all related parties.
• Ensuring that the execution related to the solution/improvement goes well according to the KPI.
• Suppress and reduce the number of complaints from customers in accordance with the SOP.
• Recognize project problems from an early stage so that they can provide preventative measures and speed up the resolution of problems in the project.
• Creating Training Materials on Problem Handling, Replacement of materials as well as procedures/how to claim materials (Defective, Lost, Less, etc.)
• Provide Training on Problem Handling, Replacement of materials as well as procedures/how to claim material (Defects, Lost, Lack, etc.) to internal and external (Distributors and Partners).
• Coordinating with related parties both internal and external.
• Doing other additional work according to instructions from superiors.
• Other ad hoc projects & duties assigned.

Job Specifications

• Recognized degree.
• Major in architecture, engineering or business administration is preferred.
• More than 5 years of relevant experience in construction, architect, building material, and in the fabrication industry.
• Proven record in managing customer complaint and has experience leading a customer Service team.
• Good in Selling Skill, able to do English communication & presentation skills.
• Management reporting skill.
• Strong integrity, independent, self-confident, and able to engage and communicate with people at all levels.
• Able to travel regularly within Indonesia.