Regional Service Excellence Manager (Batam)

PT XLSMART Telecom Sejahtera Tbk; Batam; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk seeks a Service Excellence professional in Batam to ensure customers receive top-tier service and support. You will drive service quality, meet customer satisfaction goals, and identify opportunities for continuous improvement across regional teams.

Responsibilities include monitoring regional performance, collaborating on improvements, training staff, and reporting metrics to senior management while ensuring compliance with corporate standards and regulatory

Qualifications

• Experience driving service excellence and customer satisfaction goals.
• Ability to analyze feedback and drive process improvements.
• Experience coordinating with regional teams and training staff.

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.
• 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 seeks a Service Excellence professional in Batam to ensure customers receive top-tier service and support. You will drive service quality, meet customer satisfaction goals, and identify opportunities for continuous improvement across regional teams.

Responsibilities include monitoring regional performance, collaborating on improvements, training staff, and reporting metrics to senior management while ensuring compliance with corporate standards and regulatory