Senior Field Service & Customer Experience Coach

MR.DIY Indonesia; Jayapura; On-site; IDR 66,960,000 - 89,280,000; Full time

Job summary

MR.DIY Indonesia in Jayapura is seeking a Customer Service Excellence Specialist to lead frontline service improvements across multiple stores. You will visit stores, conduct trainings, and provide coaching to staff to boost customer experience and operational quality.

You will analyze customer behavior, survey data, and performance metrics, and conduct mystery shopping to ensure adherence to company standards. Shift work, including weekends, is required.

Qualifications

• Diploma (D3) or Bachelor's degree in any discipline.
• Minimum 2 years of relevant experience in retail, customer service, or service excellence.
• Willing to work rotating shifts, including weekends.

Responsibilities

• Visit 6 stores per week (1–2 stores per day).
• Conduct daily briefing sessions across all shifts.
• Deliver customer service training to store staff.
• Provide regular coaching, counseling, and mentoring on customer service excellence.
• Conduct Service Quality Monitoring to ensure compliance with company standards.
• Prepare and submit performance and service quality reports.
• Analyze customer behavior, shopping trends, preferences, and survey data to identify improvement opportunities.
• Conduct Mystery Shopping assessments to evaluate service quality and operational standards.

Skills

Communication skills

Interpersonal skills

Customer service orientation

Education

Diploma or Bachelor's degree

Job description

MR.DIY Indonesia in Jayapura is seeking a Customer Service Excellence Specialist to lead frontline service improvements across multiple stores. You will visit stores, conduct trainings, and provide coaching to staff to boost customer experience and operational quality.

You will analyze customer behavior, survey data, and performance metrics, and conduct mystery shopping to ensure adherence to company standards. Shift work, including weekends, is required.