Customer Experience Lead: Service Excellence & Analytics

MR.DIY Indonesia; Jakarta Selatan; On-site; IDR 550,000,000 - 900,000,000; Full time

Job summary

MR.DIY Indonesia seeks a seasoned Customer Experience leader to drive end-to-end service quality across customer service and service ambassadors in Jakarta Selatan.

You will align service standards, analyze data, manage CAPA, and mentor teams while improving response times and reducing complaints. The role requires a bachelor’s degree and at least five years in CX, with CRM, ticketing tools and dashboards experience.

Qualifications

• Min. 5 years experience in Customer Experience (CX), Customer Service, Quality management and data analysis is an advantage.
• Experience in training and coaching customer facing teams (CS, sales, service ambassadors).
• Familiar with Customer service systems (CRM, ticketing tools, reporting dashboards).
• Ability to perform Corrective and Preventive Action (CAPA) analysis.

Responsibilities

• Drive end to end customer experience across customer service and service ambassador.
• Ensure all customer inquiries, complaints and requests are handled accurately and in a timely manner.
• Align service standards and customer handling across all customer facing roles.
• Monitor service quality, response time and adherence to SLA across teams.
• Identify recurring issues and customer pain points and propose improvements.
• Implement Corrective and Preventive Actions (CAPA) to improve service quantity and quality and reduce complaints.
• Analyze qualitative and quantitative data to identify recurring issues, customer pain points and operational bottlenecks.

Skills

Customer experience

Data analysis

CAPA analysis

Training and coaching

Education

Bachelor degree

Tools

CRM systems

Ticketing tools

Reporting dashboards

Job description

MR.DIY Indonesia seeks a seasoned Customer Experience leader to drive end-to-end service quality across customer service and service ambassadors in Jakarta Selatan.

You will align service standards, analyze data, manage CAPA, and mentor teams while improving response times and reducing complaints. The role requires a bachelor’s degree and at least five years in CX, with CRM, ticketing tools and dashboards experience.