Genesis Customer Experience Assistant Manager

PT Hyundai Motors Indonesia (Jakarta, Indonesia)

DKI Jakarta, Indonesia

Established in 2020, Hyundai Motors Indonesia is Hyundai Motor Company’s official sales subsidiary and distributor for Hyundai passenger cars in Indonesia. The company’s vision, “Progress for Humanity” is the foundation of their dedication in providing product line-up with technologies that are helping to build solutions for a more sustainable future. The company plans to secure leadership position in electrification under the Strategy 2025 by focusing on presenting the most desirable products and services for customers and becoming a Smart Mobility Solution Provider. HMID based its idea of future mobility on what can be given to society, and that is to give people the freedom of movement that matches its basic needs and emotional values to create meaningful experience. Our focus on humanity means we understand what people want in life, to get the most out of the time we have. With that in mind, HMID is expanding its role beyond the automotive transportation sector and committed in bringing the future of mobility to Indonesia and provide better life with for its people.

About this position

Genesis CX Assistant Manager will oversee and enhance the customer experience (CX) journey, ensuring Genesis’ premium service standards are delivered across all customer touchpoints. This role focuses on Voice of Customer (VOC) management, dealer coordination related to after sales, and implementing quality improvement initiatives to meet and exceed customer expectations.

Responsibilities

• Manage and analyze Voice of Customer (VOC) data to identify trends, address customer pain points, and resolve complaints effectively
• Act as a liaison between Genesis appointed Dealers and internal teams, supporting dealer operations and enhancing customer service quality
• Collaborate with dealers to ensure proactive customer care, including coaching Service Advisors and optimizing service delivery processes
• Support initiatives that enhance the Genesis brand experience, including innovative solutions to improve customer satisfaction and loyalty
• Align with internal teams to develop and implement strategies that elevate the Genesis customer journey
• Contact customers within three days of purchasing a car to check satisfaction levels and gather feedback on their purchase experience

Requirements

• Bachelor's degree in any major with minimum 6 years experience in Customer Experience (CX), preferably in premium automotive aftersales or service operations
• In-depth understanding of customer experience management and Voice of Customer processes
• Strong communication and interpersonal skills to collaborate with internal and external stakeholders effectively
• Proficiency in data analysis and reporting to monitor CX metrics and implement improvements
• Experience in coordinating with dealers and delivering premium service standards
• Proficiency in Microsoft Office tools and CRM systems