Deskripsi Pekerjaan
Are you passionate about driving excellence and ensuring top-tier service standards? Indeco Engineers is looking for a detail-oriented and proactive Service Quality Officer to join our dynamic team in the East Region. In this pivotal role, you will be the guardian of our service standards, ensuring that every customer interaction reflects our commitment to quality and professionalism.
As a Service Quality Officer, you will monitor, analyze, and provide actionable insights into our service delivery processes. You will collaborate closely with cross-functional teams to bridge gaps, improve operational workflows, and elevate the overall customer experience. This position is ideal for a candidate who thrives on data-driven decision-making, possess excellent communication skills, and has a keen eye for process improvement.
Join us at Indeco Engineers, where we value innovation, integrity, and a customer-first mindset. If you are ready to make a tangible impact on service excellence and grow your career within a reputable engineering and service organization, we want to hear from you.
Tanggung Jawab
- Monitor and evaluate customer service interactions to ensure compliance with company quality standards.
- Analyze service performance data to identify trends, pain points, and areas for improvement.
- Conduct regular quality audits and provide constructive feedback to team members to enhance performance.
- Develop and implement strategies to increase customer satisfaction and loyalty.
- Collaborate with operations teams to refine processes and documentation based on audit findings.
- Prepare comprehensive quality reports for management to support informed business decisions.
- Assist in training initiatives to ensure all staff are aligned with updated service protocols.
- Handle escalated customer feedback investigations to ensure timely and effective resolutions.
Kualifikasi
- Diploma or Degree in Business Administration, Quality Management, or a related field.
- Minimum 2 years of experience in a Quality Assurance, Customer Service, or Call Centre environment.
- Strong analytical skills with proficiency in Microsoft Office (Excel and PowerPoint).
- Excellent command of spoken and written English.
- Proven ability to provide objective feedback and manage sensitive communication.
- Strong problem-solving mindset with high attention to detail.
- Ability to work independently and as part of a collaborative team in a fast-paced environment.
- Knowledge of ISO quality management systems or service excellence frameworks is a significant advantage.