Senior Customer Experience & Service Excellence Lead

MR.DIY Indonesia; Jawa; On-site; IDR 108,000,000 - 180,000,000; Full time

Job summary

MR.DIY Indonesia seeks a Service Quality Assurance professional to oversee service standards across MR DIY stores. Responsibilities include conducting visits, mystery shopping, and reporting, while collaborating with store teams to uphold friendly, professional customer service.

The role covers coaching, training, mentoring, and driving a customer-centric culture. Flexibility for shifts and relocation to support company needs is required.

Qualifications

• Min. Diploma or Bachelor degree in any major.
• Min. 2 years customer service / CS Training / CS Quality from retail and customer related fields.
• Good communication and reporting.
• Willing to relocate following company needs.
• Able to work in shifting hours.

Responsibilities

• Conducting visits and checking service standards at all assigned stores
• Conducting and reporting on Mystery Shopping and observation activities performed independently by the Service Ambassador
• Inspecting store infrastructure to ensure a comfortable shopping environment for customers at MR DIY stores
• Handling complaint in the store
• Collaborating effectively with the store team to ensure customer is treated with friendliness, professionalism and in accorance with company service standards.
• Developing a customer centric culture across the organization, emphasizing the importance of customer satisfaction and advocacy in every store deployed
• Providing daily briefings to store staff across all shifts including morning and afternoon briefings
• Greeting and exemplifying customer service while present in the store included gather customer insights, endorse promotion and customer survey review
• Training and delivering customer service excellence training to store staff on all prepared materials
• Conducting daily sales in order to give an example to the store team
• Preparing and analyzing daily, weekly, monthly and quarterly activity reports
• Providing insights to improve customer service processed, efficiency or the quality of service provided to customers to customer service management and /or the store team

Skills

Customer service

Reporting

Education

Diploma/Bachelor degree

Job description

MR.DIY Indonesia seeks a Service Quality Assurance professional to oversee service standards across MR DIY stores. Responsibilities include conducting visits, mystery shopping, and reporting, while collaborating with store teams to uphold friendly, professional customer service.

The role covers coaching, training, mentoring, and driving a customer-centric culture. Flexibility for shifts and relocation to support company needs is required.