About Us
We are a leading Halal Inspection Body in Indonesia with over 36 years of experience. We have collaborated with communities and businesses of all sizes, from micro, small, and medium enterprises to large corporations, to ensure the halal compliance of food, beverage, cosmetics, and pharmaceutical products in accordance with prevailing regulations.
We are now seeking for a dedicated and experienced Service Quality to ensure our compliance with service excellence standards across the organization.
Key Responsibilities
- Develop and implement strategies to monitor, measure and continuously improve service quality
- Analyze customer feedback and data to identify areas for services improvement
- Collaborate with cross-functional teams to address service quality issues and implement corrective actions
- Provide training and guidance to the frontliners to enhance their service delivery capabilities
- Maintain detailed records and generate reports on service quality metrics and initiatives
- Stay up-to-date with industry trends and best practices in service quality management
- Contribute to the development and refinement of service quality policies and procedures
Qualifications:
- Minimum Bachelor's degree in Communication, Management, or other relevant fields
- At least 2 years of experience in Customer Experience, Service Manager, Service Operations, or Service Quality for frontliners (eg. customer services, tele-sales, etc)
- Experienced in leading a team or project
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Excellent communication and interpersonal skills to work effectively with diverse stakeholders
- Familiarity with service quality frameworks and best practices
- Proficient in Microsoft Excel, PowerPoint, Power BI, and other data/presentation tools
- Proficient in use of any customer satisfaction survey such as (CSI, NPS, etc)