Customer Experience & VAS Senior Staff

Blibli Electronic is part of Blibli Group — a retail chain specializing in basic and essential electronic needs. We’re expanding nationwide to provide trusted, high-quality products at affordable prices, supported by excellent customer service. Here, you’ll be part of a team that helps customers find solutions for their everyday technology needs — ensuring every store visit reflects Blibli’s promise of quality, care, and reliability.

As a Customer Experience and Value Added Service Sr. Staff, you'll responsible for designing, managing, and ensuring the execution of customer experience and value‑added initiatives across our offline electronic retail stores. This role operates from head office while regularly visiting stores to ensure seamless customer flow, consistent service quality, and effective implementation of customer satisfaction programs

What You'll Work on

• Implement and maintain customer service standards across all store and service channels.
• Ensure daily service performance meets defined SLAs and operational targets.
• Identify operational gaps that may impact customer satisfaction and overall service quality.
• Execute Value‑Added Services (VAS) programs, including installation services, warranties, product bundles, and delivery services.
• Monitor and drive VAS performance to improve customer adoption and utilization.
• Develop and implement improvements to service offerings based on customer feedback and insights.
• Analyze customer complaint trends and monitor resolution performance.
• Manage customer complaints when escalation or direct intervention is required.
• Develop service recovery guidelines and ensure consistent application across channels.
• Prepare and deliver Customer Experience (CX) and VAS performance reports.
• Coordinate with retail operations and merchandising teams to address service‑related issues.
• Provide insights, recommendations, and improvement initiatives to the Head of Customer Experience.

Qualification

• Bachelor’s degree in Business, Marketing, Hospitality, Communication, or a related field.
• Minimum 3 – 5 years of experience in customer experience, customer service, retail operations, or related roles (offline retail experience preferred).
• Strong understanding of offline retail customer journey and service excellence principles.
• Excellent interpersonal and communication skills, with the ability to coordinate cross‑functionally.
• Customer‑centric mindset with strong problem‑solving and analytical abilities.
• Comfortable working from head office while traveling to stores occasionally for monitoring and execution.
• Highly organized, proactive, and able to manage multiple initiatives simultaneously.
• Detail‑oriented with strong follow‑up and reporting skills.
• Passionate about improving customer satisfaction and creating meaningful retail experiences.

*this position will start as a 6 month contract-based for a Full-Time position (without any additional probation period).