Customer Experience Specialist

Arya Noble; Indonesia; On-site; IDR 72,000,000 - 120,000,000; Full time

Job summary

Arya Noble is seeking an experienced Client Care Training Specialist to elevate customer experience across our clinics. You will design and deliver coaching programs, update materials, and ensure service excellence in line with brand standards.

You will lead cross-functional collaboration with internal teams and external partners, manage budgets for training initiatives, and continuously refine SOPs and work instructions to maintain consistency and drive satisfaction.

Qualifications

• Bachelor's degree in Management, Marketing, Hospitality, or related field.
• 1–2 years of experience in customer experience or service quality roles.
• Experience in coaching, training, or learning & development is preferred.
• Strong knowledge and understanding of customer service principles and practices.

Responsibilities

• Evaluate customer experience quality and identify improvement areas.
• Organize and deliver training to Client Care teams.
• Implement a customer touchpoint strategy in clinics.
• Update training materials to stay current with industry trends.
• Collaborate with internal and external stakeholders to support business objectives.
• Create evaluation reports on training programs.
• Update and develop Work Instructions (IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics.
• Update and manage training program budget reports.

Skills

Customer experience

Training & coaching

SOP development

Stakeholder management

Budget monitoring

Education

Bachelor's degree in Management

Job description

Responsibilities

• Evaluate the quality of customer experience and identify areas for improvement by aligning with industry trends and the company's brand image to enhance customer service.
• Organize and deliver training programs to improve the skills and knowledge of Client Care teams, ensuring customer satisfaction levels are maintained or increased.
• Implement a customer touchpoint strategy within clinics to uphold customer satisfaction and create a memorable service experience.
• Regularly update training materials to ensure they remain relevant to current industry developments and align with the company's expectations.
• Collaborate with both internal and external stakeholders to support business objectives and achieve operational targets.
• Create evaluation reports on training programs to identify areas for improvement and provide insights for future training initiatives.
• Continuously update and develop Work Instructions (Instruksi Kerja - IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics to ensure service consistency and alignment with industry standards.
• Update and manage training program budget reports to ensure accurate forecasting and inclusion in the company's financial planning.

Requirements

• Bachelor's degree in Management, Marketing, Hospitality, or a related field.
• 1–2 years of experience in customer experience or service quality/assurance roles.
• Experience in coaching, training, or learning & development is preferred.
• Strong knowledge and understanding of customer service principles and practices.