Senior Customer Experience & Training Leader

MR.D.I.Y. Indonesia; Kota Mojokerto; On-site; IDR 66,960,000 - 122,760,000; Full time

Job summary

MR.D.I.Y. Indonesia is seeking a Service Quality Assurance professional to oversee service standards, coaching, and reporting across multiple stores. The role focuses on mystery shopping, customer experience, and maintaining a welcoming store environment.

Responsibilities include conducting visits, reporting on activities, coaching staff, and driving improvements in customer service while adapting to shifting hours and relocation needs.

Qualifications

• Diploma or Bachelor's degree in any major.
• 2+ years experience in customer service / CS Training / CS Quality from retail or customer service.
• Strong communication and reporting skills.
• Willing to relocate as required by company needs.
• Ability 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 complaints in the store.
• Collaborating with store teams to ensure customers are treated with friendliness and professionalism.

Skills

Customer service

Training & coaching

Reporting

Relocation willingness

Education

Diploma or Bachelor degree

Job description

MR.D.I.Y. Indonesia is seeking a Service Quality Assurance professional to oversee service standards, coaching, and reporting across multiple stores. The role focuses on mystery shopping, customer experience, and maintaining a welcoming store environment.

Responsibilities include conducting visits, reporting on activities, coaching staff, and driving improvements in customer service while adapting to shifting hours and relocation needs.