Customer Service Excellence
Jakarta, DKI Jakarta, Indonesia
Full Time
Manager/Supervisor
Position Summary
With dozens of branches set to open within the next five years across Jakarta and neighboring provinces, Modernvet is poised to offer countless opportunities to delight. From an open door and a welcoming smile to an exceptional experience, we strive to provide thousands of paw-parents who trust us each year with an experience they will love.
If you appreciate the profound impact our team can have on animals' lives, you may be just the person we are looking for to join us as a Process Excellence Manager. At Modernvet, we never forget the reason we're here: to delight our customers, the medical team, and pet owners alike.
We are currently seeking a managerial candidate for our Operations department to contribute to the standardization and growth of our hospitality and clinic operations. In this role, you will play an active part in enhancing and supporting initiatives across Modernvet's network.
The primary objectives of this role are to improve and support the operational functions of branch management, ensuring the best experience for both our internal customers (medical team) and external customers (pet parents).
The Process Excellence Manager oversees and directs all aspects of clinic management, including Front Desk Service, Customer Chat, Cleaning & Hygiene, Facilities, Security, Learning Center, and other relevant operating departments. This role ensures that these functions are well-run by focusing on maximizing profits, minimizing operating costs, implementing, and following up on service standards, and providing team members with comprehensive training. The ultimate goal is to ensure the highest levels of customer satisfaction.
What will you be doing?
As the Customer Excellence, you will be tasked with performing the following responsibilities to the highest standards:
With dozens of branches set to open within the next five years across Jakarta and neighboring provinces, Modernvet is poised to offer countless opportunities to delight. From an open door and a welcoming smile to an exceptional experience, we strive to provide thousands of paw-parents who trust us each year with an experience they will love.
If you appreciate the profound impact our team can have on animals' lives, you may be just the person we are looking for to join us as a Process Excellence Manager. At Modernvet, we never forget the reason we're here: to delight our customers, the medical team, and pet owners alike.
We are currently seeking a managerial candidate for our Operations department to contribute to the standardization and growth of our hospitality and clinic operations. In this role, you will play an active part in enhancing and supporting initiatives across Modernvet's network.
The primary objectives of this role are to improve and support the operational functions of branch management, ensuring the best experience for both our internal customers (medical team) and external customers (pet parents).
The Process Excellence Manager oversees and directs all aspects of clinic management, including Front Desk Service, Customer Chat, Cleaning & Hygiene, Facilities, Security, Learning Center, and other relevant operating departments. This role ensures that these functions are well-run by focusing on maximizing profits, minimizing operating costs, implementing, and following up on service standards, and providing team members with comprehensive training. The ultimate goal is to ensure the highest levels of customer satisfaction.
What will you be doing?
As the Customer Excellence, you will be tasked with performing the following responsibilities to the highest standards:
- Contribute to the development and enhancement of the quality of our offline and online customer experience.
- Optimize existing customer operations flows through standardization, audits, and continuous learning to improve performance and efficiency metrics.
- Build an integrated and streamlined operations data dashboard. Extract and explore datasets, analyze and interpret trends or patterns to identify opportunities.
- Collaborate with the HR team and support them in building an effective learning center for the operations team across Modernvet's branches.
- Work closely with the HR team to ensure the maintenance and enhancement of Modernvet's core values and CS team values.
- Identify business needs related to operations and branch management, both current and future, and drive the development of features to fulfill those needs. Develop a vision and strategies that can be experimented with to promote scalability.
- Min. Bachelor degree (S1)
- 5+ years of experience in operations, customer operations, and branch operations management, preferably within the hospitality, leisure, or healthcare industry.
- Min. of 3 year of project management, program management, and/or process improvement experience
- More than 2 year of leadership position
- Strong communication skills with fluency in English (written and verbal)
- Ability to clearly structure, define, communicate process flows and cases for implementations
- Competent in problem-solving, numerical, and analytical skills
- Proficient in structured thinking, implementing it when reviewing and creating procedures (SOPs)
- Experienced in leading change management plans, facilitating quick adaptation in a changing environment
- Highly organized with a comfortability in making prioritization decisions. Possess the ability to effectively track moving parts across projects and adapt to new information and goals
- Self-starter who collaborates well with diverse characteristics across functional teams, relentlessly driving growth and pushing projects and implementations forward
- Demonstrated ability to influence and build relationships with individuals of varying personalities and across all organizational levels
- Effective communication, interpersonal, and customer service skills. Confidence and comfort building positive connection or relationship on the go
- Important behavioral that we expected you to have : Hospitality, Integrity, Leadership & Teamwork, Sociable Manner, Meticulous, Resilient, Thoughful
- Experience in coaching is highly preferred
- Experience in fast-phase environment is a plus
- Experience working with doctor or vet is a plus
- Ability to influence tactfully with a range of stakeholders
- Ability to deliver regular updates and feedback clearly and tactfully
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