Service Quality Manager

Job Description :

• Develop and establish clear and measurable service standards, guidelines and procedures and conduct store performance assessments based on established standards periodically.
• Coordinate a customer satisfaction survey program (Customer Satisfaction) and analyze the results to understand customer views about service and develop improvement strategies that can increase service quality and customer satisfaction.
• Responsible for handling customer complaints quickly and effectively and analyzing data and feedback from customers to identify areas/work scopes that can improve service quality.
• Evaluate the standards and provisions of the grooming program, mystery shopper, customer satisfaction scores and internal visit activities in the Service Quality department in order to improve the quality of general services in accordance with company regulations.
• Develop service quality training modules such as grooming standards, increasing customer satisfaction, beauty classes, communication ethics, handling customer complaints, and others and become a facilitator in training related to service quality standards.
• Evaluate the service system (service experience based on guidelines, blueprints and analyze complaints/feedback that often arise and take action to prevent them from happening in the future.
• Prepare and develop standards and procedures related to the provision of service tools, distribution of service tools, as well as the process of requesting sales equipment.
• Negotiating with vendors for the operational needs of the service quality unit, and ensuring that the distribution of service quality goods is carried out in accordance with the predetermined schedule..

Requirements :

• Strong leadership, interpersonal, excellent communication and negotiation skills
• Has a eye for details and willing to travel.
• Proven track record of success as Service Quality or in Hospitality Industry for a minimum of 5 years of experience in related roles.
• Ability to develop, create work plans, execute, and monitor.