Home Service Quality Specialist

8 months ago


Jakarta, Indonesia Pinhome Full time

**About the Role**

Sebagai Home Service Quality Specialist, Anda akan berperan penting dalam memastikan standar tertinggi pemberian layanan dan kepuasan pelanggan dalam jasa Home Cleaning, Massage, dan Auto Care. Anda akan bertanggung jawab untuk mengawasi dan mengoptimalkan setiap aspek kualitas layanan, mulai dari kinerja kualitas Penyedia Layanan (SP) hingga interaksi pelanggan.

**What You Will Do**
- Mengembangkan dan menerapkan standar, protokol, dan prosedur kualitas layanan untuk menjunjung tinggi reputasi unggul Pinhome dalam pelayanan
- Melakukan penilaian dan audit kualitas secara berkala untuk mengevaluasi kinerja SP, efisiensi layanan, dan kepatuhan terhadap protokol layanan
- Mengidentifikasi peningkatan dalam proses penyampaian layanan dan menerapkan tindakan perbaikan untuk meningkatkan kualitas dan efisiensi layanan secara keseluruhan
- Memberikan pelatihan dan pembinaan berkelanjutan kepada SP untuk memastikan keterampilan, pengetahuan, dan alat yang diperlukan untuk memberikan layanan berkualitas tinggi secara konsisten
- Berkolaborasi dengan tim operasinal lainnya untuk menyederhanakan alur kerja layanan, mengoptimalkan alokasi sumber daya, dan meningkatkan waktu penyelesaian layanan
- Memantau umpan balik dan metrik kepuasan pelanggan untuk mengidentifikasi tren, mengatasi kekhawatiran pelanggan, dan terus meningkatkan pengalaman layanan secara keseluruhan
- Mengikuti perkembangan praktik terbaik di industri, teknologi baru, dan preferensi pelanggan untuk berinovasi dan meningkatkan penawaran layanan

**What You Will Need**
- Memiliki kepemimpinan dan komunikasi yang kuat untuk memimpin keunggulan layanan
- Berpengalaman dalam manajemen kualitas layanan di industri terkait layanan (seperti manajemen hotel, perusahaan kebersihan, dll)
- Memiliki pola pikir analitis dan teliti terhadap detail untuk mengidentifikasi kesenjangan kualitas layanan, menganalisis akar permasalahan, dan menerapkan solusi yang efektif
- Familiar dengan pendekatan yang berpusat pada pelanggan dengan komitmen untuk memberikan pengalaman layanan yang luar biasa
- Kemampuan untuk berkembang dalam lingkungan yang dinamis dan bergerak cepat serta mendorong inisiatif perbaikan berkelanjutan untuk meningkatkan standar kualitas layanan



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