Retail Area Manager - Balikpapan

PT XLSMART Telecom Sejahtera Tbk; Jakarta Pusat; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

PT XLSMART Telecom Sejahtera Tbk in Jakarta seeks a Service Excellence Lead to drive customer satisfaction and continuous improvement across regional teams. You will monitor performance, implement improvements, and ensure compliance with safety and environmental standards.

The role involves developing strategies to boost service quality, training staff, and communicating insights to senior management. This is a permanent, on-site position in Indonesia.

Qualifications

• Experience in service performance monitoring and analysis.
• Ability to collaborate with regional teams and provide actionable recommendations.
• Familiarity with occupational safety and health management systems and environmental management systems.

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 regional service teams comply with corporate standards and regulatory requirements.
• Conduct regular training and development programs to enhance regional service staff skills.
• Communicate performance metrics and insights to senior management and recommend actions for continuous improvement.

Job description

Description

Job Purpose : Ensuring that customers receive the highest level of service and support. Responsible for driving service excellence, meeting customer satisfaction goals, and identifying opportunities forcontinuous improvement

Main 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 to their respective duties and functions.

Employment Status: Permanent (P)