Sr. Analyst Mandarin Customer Liaison

PT Trakindo Utama (Jakarta Metropolitan Area)

DKI Jakarta, Indonesia

PT Trakindo Utama (Trakindo) is the world-class heavy equipment solution provider of Caterpillar machines and engines in Indonesia. Trakindo was founded in 1970 by AHK Hamami and has been an authorized distributor for Caterpillar since 1971. Supported by world-class facilities and an extensive network of over 60 branches around the country, Trakindo delivers quality services to customers in the mining, construction, forestry, agriculture, oil and gas, marine and power generation industries.

About this position

The Sr. Analyst Mandarin Customer Liaison is responsible for managing customer interactions, resolving issues, and providing guidance on product usage while ensuring a high level of customer satisfaction.

Responsibilities

• Accountable and responsible for capturing and gathering any sales leads (both machine and after market) and ensure record them to sales funnel system.
• Accountable and responsible for identifying and resolving customer issues or complaints promptly, collaborating with internal teams to find solutions.
• Responsible for providing Mandarin guidance and information to customers on how to effectively use products or services using updated reference from each industry (i.e., FAQs, tutorials, survey questioners and guides to support customer education).
• Responsible for maintaining accurate records of customer interactions, feedback, and resolutions including generate regular reports on customer interactions, highlighting trends, common issues, and areas for improvement.
• Responsible for collaborating with internal teams to coordinate and implement customer-focused initiatives to deliver exceptional customer experience.
• Responsible for providing in depth knowledge and relevant information related with the existing and updated companys products or services to effectively assist customers.

Requirements

• Minimum S1 in Business Management major.
• GPA minimum 2,75.
• Minimum - years experience in Heavy Equipment Operations and Maintenance.