Senior Field Training & Customer Experience Lead

MR.DIY Indonesia

Samarinda

On-site

IDR 66,960,000 - 100,440,000

Full time

12 days ago

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Job summary

MR.DIY Indonesia is seeking a Customer Service Trainer to elevate service quality across Samarinda and Balikpapan stores. You will visit six stores weekly, conduct daily briefings, and deliver staff training on customer service excellence.

You will monitor standards, prepare performance reports, analyze shopper data, and perform mystery shopping assessments. A Diploma or Bachelor’s degree with 2+ years in retail or service is required; willingness to rotate shifts and be based in Balikpapan is

Qualifications

Excellent communication and interpersonal skills are required.
Strong customer service orientation is essential.
Diploma (D3) or Bachelor's Degree in any discipline is acceptable.

Responsibilities

Visit six 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.