Regional Service Excellence Manager

XL Smart career; Jakarta Selatan; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

XL Smart career is seeking a service excellence leader to ensure customers receive the highest level of service and support across the region.

You will monitor regional performance, collaborate with teams to implement improvements, train staff, analyze feedback, and report metrics to senior management, while ensuring compliance with safety, health and environmental standards. This role focuses on driving customer satisfaction and loyalty through continuous service quality enhancements.

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

XL Smart career is seeking a service excellence leader to ensure customers receive the highest level of service and support across the region.

You will monitor regional performance, collaborate with teams to implement improvements, train staff, analyze feedback, and report metrics to senior management, while ensuring compliance with safety, health and environmental standards. This role focuses on driving customer satisfaction and loyalty through continuous service quality enhancements.