Service Quality Specialist

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

Job summary

A leading retail jewelry company in Jakarta is seeking a detail-oriented Service Quality Specialist. The role involves monitoring and enhancing customer service across retail stores while ensuring adherence to company standards. Candidates should have a Bachelor’s Degree and a minimum of 2 years experience in hospitality or retail, with strong analytical skills and proficiency in English. This position offers a dynamic environment focused on delivering exceptional customer experiences.

Qualifications

• Minimum 2 years of experience in hospitality or retail, preferably in quality assurance or continuous improvement.
• Passion for delivering outstanding customer experiences.

Responsibilities

• Monitor and evaluate customer service performance across store operations.
• Check and ensure staff grooming standards are consistently implemented.
• Identify service gaps and provide recommendations for continuous improvement.

Skills

Strong analytical and problem-solving skills

Excellent communication and interpersonal abilities

Ability to excel in a fast-paced environment

Proficiency in English, written and verbal

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.

About the Company

Central Mega Kencana has established its presence in the world of luxury as the biggest retail jewelry company in South East Asia. The corporate history can be stretched back to the late 1970s, during which we took our first step into the realm of diamond. Later, we added more distinctive collections of various gems as the company built more shining reputation in the luxury jewelry market. Now, under the umbrella of Central Mega Kencana, we cater our customers from middle to high-end segments with more varieties of gem and jewelry products, all respectively channeled through the company’s subsidiaries – Mondial Jeweler, Miss Mondial, Frank & Co., and The Palace.

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.

Qualifications

• 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).

Application Questions

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Quality Specialist?
• How much notice are you required to give your current employer?
• Are you available to travel for this role when required?
• Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)
• Which of the following languages are you fluent in?
• Are you willing to undergo a pre-employment background check?

Retail & Consumer Products 1,001-5,000 employees