Head of Client Experience & Service Quality

Aesthetic Derma Centre; Kota Bandung; Presencial; IDR 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Aesthetic Derma Centre in Bandung is seeking a Head Customer Relations to oversee client experience, service quality, and front-desk operations in a busy clinic.

You will lead customer service teams, handle escalations, develop standards, monitor satisfaction, and coordinate with medical and administrative staff to resolve issues quickly. You will maintain client communications records and support engagement initiatives.

Formación

• Strong customer service and client relationship management skills, with experience handling escalations and complex inquiries.
• Proven leadership and team management capabilities, including coaching, performance monitoring, and conflict resolution.
• Excellent communication and interpersonal skills, with the ability to interact professionally with diverse clients and colleagues.
• Organizational and administrative skills, including appointment coordination, record-keeping, and workflow optimization.
• Experience in healthcare, aesthetics, hospitality, or a similar service-oriented environment is highly beneficial.
• Ability to work on-site full-time in Bandung and adapt to a fast-paced clinical setting.
• Proficiency with common office software and customer management systems; familiarity with CRM tools is an advantage.
• Bachelor's degree in a relevant field (e.g., Business, Communications, Hospitality, Healthcare Management) or equivalent practical experience.

Responsabilidades

• Oversee front-desk and customer service teams to ensure smooth clinic operations.
• Handle escalated client concerns and resolve issues promptly.
• Develop and implement customer service standards and monitor satisfaction metrics.
• Coordinate with medical and administrative staff to resolve issues and maintain accurate records.
• Support promotional activities and client engagement initiatives to boost loyalty and retention.

Conocimientos

Customer service

Leadership

Communication

Organizational skills

Healthcare experience

On-site

CRM tools

Record-keeping

Educación

Bachelor's degree or equivalent

Herramientas

CRM software

Office suites

Descripción del empleo

Aesthetic Derma Centre in Bandung is seeking a Head Customer Relations to oversee client experience, service quality, and front-desk operations in a busy clinic.

You will lead customer service teams, handle escalations, develop standards, monitor satisfaction, and coordinate with medical and administrative staff to resolve issues quickly. You will maintain client communications records and support engagement initiatives.