Customer Excellence Officer

Job Summary:

SOUNDLIFE Hearing Center is a leading provider of audiology services and hearing solutions in Indonesia. We are dedicated to improving the lives of individuals with hearing loss by offering personalized care, advanced technologies, and exceptional customer service. We are seeking a detail-oriented and customer-focused Customer Excellence Officer to join our team and contribute to delivering an outstanding customer experience.

Key Responsibilities:

• Customer Service Excellence: Provide exceptional customer service by promptly addressing customer inquiries, concerns, and feedback through various communication channels (phone, email, in-person). Ensure customer satisfaction and resolution of issues by empathetically understanding their needs and providing accurate information and appropriate solutions.
• Customer Relationship Management: Build and maintain strong relationships with customers by proactively engaging with them, understanding their preferences and requirements, and providing personalized support and assistance throughout their customer journey. Serve as a point of contact for customers, ensuring effective communication and follow-up.
• Complaint Handling and Resolution: Handle customer complaints and conflicts in a professional and timely manner, striving to find mutually satisfactory resolutions. Investigate the root cause of complaints, escalate issues when necessary, and implement corrective actions to prevent future occurrences.
• Process Improvement: Continuously evaluate and improve customer service processes, procedures, and systems to enhance efficiency and customer satisfaction. Identify areas for improvement, propose solutions, and work collaboratively with cross-functional teams to implement changes that enhance the overall customer experience.
• Customer Feedback Management: Collect, analyze, and act upon customer feedback to identify trends, strengths, weaknesses, and opportunities for improvement. Use customer feedback data to develop insights and recommendations that drive enhancements in products, services, and processes.
• Customer Journey Mapping: Champion a customer-centric culture throughout the organization. Set service standards and expectations for customer service representatives, ensuring a consistent and exceptional customer experience. Develop and deliver training programs, workshops, and coaching sessions to enhance customer service skills, empathy, and problem-solving capabilities.
• Stakeholder Collaboration: Collaborate with internal stakeholders, including the sales team, marketing team, and operational departments, to align customer experience initiatives, share insights, and drive a cohesive approach to customer service and satisfaction. Act as a key advocate for the voice of the customer within the organization.

Qualifications:

• High School Diploma, Bachelor's degree in Business Administration, Communication, Hospitality, Social Sciences or a related field.
• Proven experience in a customer experience or hospitality role.
• Excellent interpersonal and communication skills.
• Strong problem-solving and conflict resolution abilities.
• Detail-oriented with excellent organizational and time management skills.
• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to handle difficult or irate customers with empathy and professionalism.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Strong computer literacy, including proficiency in MS Office applications.
• Fluency in both English and the local language is required.

Join our team and contribute to our mission of providing quality hearing healthcare to individuals across our chain of hearing centers. If you have a customer-centric mindset, excellent communication skills, and a passion for enhancing customer satisfaction, we invite you to apply.