Dede S.
Senior Customer Relationship Management Coordinator
Open to offersNew to PlatformAbout
Dede S. is a seasoned professional with over 19 years of experience in Customer Relationship Management, operations support, and administrative coordination, primarily within the retail, automotive, and manufacturing sectors. Based in Jakarta, Indonesia, he has a proven track record in multinational companies such as Hyundai Motor Indonesia and SKF Lubrication Indonesia. Dede has ascended from a CRM Call Center role to a leadership position as a CRM Coordinator, where he managed a team of 11, enhancing customer satisfaction and retention programs. His skills encompass handling complaints, coordinating operational processes, and managing export-import documentation. Additionally, Dede excels in maintaining proactive communication, accurate documentation, and using systems like ERP Netsuite for data management and operational efficiency. His proficiency in Microsoft Office and cross-functional communication has consistently bolstered business continuity and service enhancement.
Experience
Customer Service Specialist & Export Import
PT SKF Lubrication Indonesia · 2023 — 2026Coordinated export and import activities according to Indonesian customs regulations and international trade standards. Executed data entry and processing of Purchase Orders (PO), invoices, and operational documentation through ERP systems. Ensured accuracy in preparing shipping documents for customs clearance and timely shipments. Updated operational records and monitored shipment schedules to prevent delays. Managed Import Permit processes and facilitated operational continuity. Communicated proactively with customers about order status and delivery schedules, while also coordinating with various departments for efficient operations.Customer Service Attendant
PT Mastro Luxe Indonesia · 2022 — 2023Handled high volumes of customer inquiries regarding luxury-branded products, utilizing Qontak CRM to ensure quality responses and satisfaction. Updated customer records and documentation to facilitate efficient service operations. Liaised with product specialist teams in the Philippines and Japan for valuation requests and follow-up tasks. Addressed customer complaints effectively by coordinating with necessary departments and utilized multiple communication channels for support. Assisted with administrative tasks related to documentation and data management.Customer Relationship Management Coordinator
PT Hyundai Mobil Indonesia · 2018 — 2022Oversaw daily CRM functions while supervising a team of 11 Customer Relationship Officers and Call Center staff. Monitored the handling of customer complaints to ensure prompt follow-up across dealership networks. Developed reports on operational performance and CRM analytics for management review. Facilitated customer satisfaction surveys and contributed to retention programs through various CRM activities. Collaborated with after-sales, service, and sales teams to enhance overall customer experiences.CRM Call Center
PT Hyundai Mobil Indonesia · 2014 — 2018Provided assistance to customers regarding vehicle products, services, and warranty support via phone and CRM systems. Addressed customer complaints and escalated issues as needed for timely resolutions. Maintained accurate records of customer interactions and updated CRM databases to support tracking and reporting functions. Facilitated both inbound and outbound communication while upholding service standards.Customer Care Specialist
Euromedica Group · 2012 — 2014Executed outbound follow-up calls to gather customer feedback on treatment results and service experiences. Managed customer complaints by coordinating necessary actions with internal teams to enhance satisfaction. Kept customer records and communication logs meticulously up to date.Concierge
PT Plaza Indonesia Realty Tbk · 2007 — 2012Provided assistance to visitors regarding tenants, events, and customer service inquiries in a busy environment. Fostered positive relationships with customers and tenants through professional communication. Supported front desk operations, visitor coordination, and customer assistance functions.
Skills & Expertise
Education
- Bachelor of CommunicationUniversitas Terbuka (Open University of Indonesia)