Evaluate the quality of customer experience and identify areas for improvement by aligning with industry trends and the company's brand image to enhance customer service.
Organize and deliver training programs to improve the skills and knowledge of Client Care teams, ensuring customer satisfaction levels are maintained or increased.
Implement a customer touchpoint strategy within clinics to uphold customer satisfaction and create a memorable service experience.
Regularly update training materials to ensure they remain relevant to current industry developments and align with the company's expectations.
Collaborate with both internal and external stakeholders to support business objectives and achieve operational targets.
Create evaluation reports on training programs to identify areas for improvement and provide insights for future training initiatives.
Continuously update and develop Work Instructions (Instruksi Kerja - IK) and Standard Operating Procedures (SOP) for Client Care teams across all clinics to ensure service consistency and alignment with industry standards.
Update and manage training program budget reports to ensure accurate forecasting and inclusion in the company's financial planning.
Requirements
Bachelor's degree in Management, Marketing, Hospitality, or a related field.
12 years of experience in customer experience or service quality/assurance roles.
Experience in coaching, training, or learning & development is preferred.
Strong knowledge and understanding of customer service principles and practices.
