Regional Service Excellence Manager

PT XLSMART Telecom Sejahtera Tbk; Banjarmasin; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk in Indonesia is seeking a Service Excellence Specialist to ensure customers receive the highest level of service and support.

You will monitor regional service performance, collaborate with regional teams, and implement strategies to improve quality, satisfaction, and loyalty. The role also includes training and reporting to management, with emphasis on safety, health and environmental standards.

Responsibilities

• Monitor and evaluate regional service performance against established benchmarks and customer satisfaction goals.
• Collaborate with regional teams to identify areas for service improvement and provide actionable recommendations.
• Develop and implement strategies to enhance service quality, customer satisfaction, and loyalty.
• Develop and implement strategies to enhance service quality, customer satisfaction, and loyalty.
• Analyze customer feedback, complaints, and service data to drive process improvements.
• Ensure that regional service teams comply with corporate standards and regulatory requirements.
• Conduct regular training and development programs to enhance the skills of regional service staff.
• Communicate performance metrics and insights to senior management and recommend actions for continuous improvement.
• Responsible for understanding, implementing the requirements of the occupational safety and health management system and environmental management system in accordance with their respective duties and functions.

Job description

PT XLSMART Telecom Sejahtera Tbk in Indonesia is seeking a Service Excellence Specialist to ensure customers receive the highest level of service and support.

You will monitor regional service performance, collaborate with regional teams, and implement strategies to improve quality, satisfaction, and loyalty. The role also includes training and reporting to management, with emphasis on safety, health and environmental standards.