Deskripsi Pekerjaan
PT. Agreya Berkah Indonesia is seeking an experienced and strategic Customer Experience Manager to elevate our service operations across our hospitality and tourism portfolios in Jakarta Raya. In this role, you will champion the voice of the customer, architect seamless guest journeys, and mentor front-line service teams toward operational excellence.
As our Customer Experience Manager, you will analyze customer touchpoints, establish high-performance service benchmarks, and execute retention strategies that drive client satisfaction and brand loyalty. You will collaborate directly with cross-functional leadership to transform customer feedback into actionable service improvements. If you possess exceptional leadership skills, a data-driven approach to service management, and a passion for premium hospitality experiences, this role offers rapid career advancement and impactful professional development.
Tanggung Jawab
- Lead, mentor, and evaluate customer service and guest-relations teams to maintain world-class service standards.
- Map and optimize the end-to-end customer journey across all physical and digital touchpoints.
- Implement and monitor CSAT, NPS, and CES metrics to evaluate operational performance.
- Resolve high-priority customer complaints and escalations with speed and diplomacy.
- Collaborate with operations, marketing, and product teams to address recurring feedback loops.
- Design and deliver continuous training programs focused on hospitality service excellence.
- Formulate standard operating procedures (SOPs) for guest interactions, service recovery, and reporting.
Kualifikasi
- Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field.
- At least 4-6 years of experience in customer experience or guest relations, with minimum 2 years in a managerial role.
- Proven background within hospitality, tourism, or premium service sectors.
- Demonstrated proficiency in CRM platforms, ticketing software, and CX analytics tools.
- Strong analytical ability to interpret feedback metrics and translate data into operational strategies.
- Fluency in Bahasa Indonesia and business-level proficiency in English.
- Exceptional conflict resolution, communication, and team leadership capabilities.