SERVICE EXCELLENCE COORDINATOR

The Service Excellence Coordinator is responsible for improving service quality and parent experience across assigned centers by delivering training, providing hands-on coaching, and supporting the implementation of practical action plans. This role works closely with Center Directors, Progress Advisors (PAs), and Course Consultants (CCs) to ensure consistent and high-quality service execution.

Task and Responsibilities:

Training & Coaching

• Deliver training on service standards, parent communication, and service best practices

• Provide on-the-ground coaching to Center Directors, PAs, and CCs to improve daily service execution

• Reinforce consistent application of service standards across all assigned centers

Service Improvement Execution

• Observe center operations and identify gaps in service delivery and parent experience

• Support centers in developing and implementing clear, practical action plans

• Ensure consistent execution of parent communication journeys

Monitoring & Follow-Up

• Track progress of service improvement action plans at center level

• Monitor key service metrics (e.g., retention, parent satisfaction, service quality)

• Highlight risks and areas for improvement proactively

Audit & Feedback

• Conduct regular service audits across centers

• Provide structured, actionable feedback to center teams

• Reinforce accountability for service quality and retention

Escalation & Continuous Improvement

• Identify recurring issues and root causes across centers

• Escalate key risks and insights to the national team

• Contribute to continuous improvement of service standards and training materials

Skills Requirements:

• Strong understanding of customer service principles and front-line operations

• Strong coaching and facilitation skills

• Ability to influence and guide Center Directors and team members

• Strong observation and problem-identification skills

• Good data awareness and ability to translate insights into actions

• Strong communication and interpersonal skills

• High ownership and adaptability

• Proficient in spoken and written English

• Able to travel throughout Indonesia when required

Education & Experience Requirements:

• Bachelor’s degree in any discipline (Business, Marketing, Hospitality or related fields preferred)

• 3-5 years’ experience in customer service, customer experience or service operations roles

• Background in industries with high customer interaction (education, retail, hospitality, healthcare, or similar) preferred