Deskripsi Pekerjaan
Are you a strategic leader passionate about elevating customer experiences through data-driven insights? Ella Skin Clinic is seeking a dynamic Manager of Customer Care & Continuous Improvement to join our team in Surakarta. In this pivotal role, you will be the bridge between our client-facing teams and our operational excellence strategies.
You will lead the integration of customer care initiatives, ensuring that every touchpoint reflects our brand values while leveraging analytics to identify and implement process improvements. We are looking for an analytical mind with a heart for service, capable of transforming feedback into actionable workflows that drive clinic performance and patient satisfaction.
Tanggung Jawab
- Develop and execute comprehensive Customer Care strategies to enhance the patient experience at Ella Skin Clinic.
- Analyze customer feedback and operational data to identify bottlenecks and areas for process optimization.
- Lead and mentor the Customer Care team, fostering a culture of empathy, professionalism, and high performance.
- Collaborate with cross-functional departments to ensure service consistency across all communication channels.
- Implement Continuous Improvement (CI) methodologies (e.g., Lean or Six Sigma principles) to streamline patient journey workflows.
- Prepare regular reports for management regarding service metrics, customer satisfaction scores (CSAT), and performance trends.
- Oversee the resolution of complex patient inquiries and complaints to ensure timely and satisfactory outcomes.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Management, or a related field.
- Minimum 3-5 years of experience in customer service management, operations, or continuous improvement roles.
- Proven track record of using data analytics to drive service improvements and operational efficiency.
- Strong leadership skills with experience managing medium-to-large teams.
- Exceptional problem-solving abilities and a proactive approach to process optimization.
- Excellent communication skills in both Indonesian and English.
- A deep passion for the beauty and skincare industry is highly desirable.