Service Quality Specialist

PT. Central Mega Kencana; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A retail company in Jakarta Selatan is seeking a dedicated Service Quality Specialist to enhance customer service quality across its stores. The ideal candidate will monitor performance, ensure compliance with grooming standards, and collaborate with store teams. Applicants should have a Bachelor's degree, a minimum of 2 years of experience in hospitality or retail, and strong analytical, communication, and interpersonal skills. Proficiency in English is mandatory.

Qualifications

• 2+ years of experience in hospitality or retail, preferably in quality assurance.
• Strong analytical and problem-solving skills.
• Proficiency in English, both written and verbal.

Responsibilities

• Monitor and evaluate customer service performance.
• Ensure staff grooming standards are implemented.
• Identify service gaps and provide recommendations.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal abilities

Education

Bachelor’s Degree in any major

Job description

PT Central Mega Kencana is looking for a dedicated and detail-oriented Service Quality Specialist to monitor, evaluate, and enhance the quality of customer service across our retail stores. This role ensures that all service activities meet company standards and contribute to an exceptional customer experience.

Responsibilities:

• Monitor and evaluate customer service performance across store operations.
• Check and ensure staff grooming standards are consistently implemented in accordance with company guidelines.
• Review and ensure the implementation of store service-related Standard Operating Procedures (SOPs).
• Identify service gaps and provide recommendations for continuous improvement.
• Support stores in maintaining and improving service quality in line with company policies.
• Analyze service-related issues and deliver actionable insights to improve customer satisfaction.
• Collaborate with store teams to drive service excellence initiatives.

What We’re Looking For:

• Bachelor’s Degree in any major.
• Minimum 2 years of experience in hospitality or retail, preferably in quality assurance or continuous improvement.
• Strong analytical and problem‑solving skills to address service‑related challenges.
• Excellent communication and interpersonal abilities for effective cross‑functional collaboration.
• Ability to excel in a fast‑paced, dynamic environment and adapt to shifting business needs.
• Passion for delivering outstanding customer experiences and ensuring service excellence.
• Proficiency in English, written and verbal (Mandatory).