Retail Area Manager - Tegal

XL Smart career; Jakarta Selatan; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

XL Smart career in Jakarta Selatan is seeking a Service Excellence Manager to lead regional customer service initiatives, monitor performance, and drive improvements in service quality and loyalty.

The role emphasizes implementing standards, training staff, analyzing feedback, and communicating metrics to leadership to sustain top-tier support and compliance with corporate requirements.

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.
• Implement requirements of occupational safety, health and environmental management systems as per duties.

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.