Retail Area Manager - Balikpapan

XL Smart career; Jakarta Selatan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

XL Smart career in Jakarta is seeking a Service Excellence Manager responsible for ensuring top-tier service and support across the region, driving customer satisfaction and loyalty while identifying opportunities for improvement.

You will monitor regional performance against benchmarks and satisfaction goals, collaborate with regional teams, develop and implement quality strategies, analyze feedback and service data, and train staff to raise overall standards.

Qualifications

• Monitor and evaluate regional service performance against 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.
• Implement occupational safety, health, and environmental management requirements per duties.

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

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 with their respective duties and functions.