Customer Experience Leads

- Set Agreya’s service standards and SOPs, and roll them out to every outlet - Own the in-outlet guest journey: booking, arrival, the meal, payment and farewell - Audit outlets through floor visits, mystery guests and service checklists - Handle guest complaints at outlet level with the Operations Manager and Outlet Managers, and lead service recovery on the spot - Coach frontliners and outlet teams on hospitality, upselling and handling difficult guests - Track CX numbers weekly per outlet and turn them into action plans with outlet leaders - Make sure every new outlet is CX-ready from pre-opening to soft launch - 3–6 years in customer-facing service in hospitality, F&B, banking or telco - 1–2 years leading a service team, e.g. Assistant Restaurant Manager, Floor Manager, Guest Relations & F&B Supervisor, Branch Service or Customer Service Supervisor, or Service Centre Supervisor - Hotel, F&B, banking and telco service leaders are all welcome; strong service instincts matter more than restaurant experience - Multi-outlet or multi-branch experience is a plus - Calm in recovery: you can turn an unhappy guest into a regular, right there at the table - A coach, not a police officer: teams trust you and get better - Comfortable with numbers and guest feedback, and turning them into actions - Fluent Bahasa Indonesia and workable English - Hospitality or tourism degree is a plus, not a must - Based in Jakarta, happy to travel to Bogor and BSD regularly and work peak hours and weekends