Service Administrator

Position Overview

We are seeking a meticulous and proactive Service Administrator to enhance our operational excellence and ensure seamless service delivery. In this pivotal role, you will be responsible for implementing and maintaining robust administrative and quality control systems, while upholding franchise policies and procedures. Your expertise will be instrumental in driving efficiency, consistency, and customer satisfaction across all service-related activities.

Key Responsibilities

The Service Administrator will oversee a range of critical administrative and operational tasks, including:

• Administrative Oversight: Manage and follow up on essential administrative functions related to the ASD Office, such as tracking uniforms, submitting requests via Kissflow, and ensuring accurate reporting.
• Customer Satisfaction Management: Monitor and analyze key performance indicators (KPIs) tied to customer satisfaction, including Net Promoter Score (NPS), Google reviews, and inquiries submitted through customer contact channels. Ensure timely follow-ups and resolution of feedback.
• Reporting and Documentation: Prepare and maintain detailed daily, weekly, and monthly reports to track performance, identify trends, and support data-driven decision-making.
• Process Optimization: Develop, maintain, and refine comprehensive checklists for various operational processes to ensure adherence to established procedures and standards.
• Quality Assurance: Implement and oversee quality control measures to guarantee consistent service excellence. Conduct regular audits and inspections to identify non-compliance issues and initiate corrective action plans.
• Policy Implementation and Training: Collaborate with cross-functional teams to enforce franchise policies and procedures. Train and educate team members on best practices, ensuring alignment with organizational standards.
• Data Analysis and Improvement: Perform monthly data analysis to evaluate performance metrics, uncover insights, and recommend strategic improvements to enhance operational efficiency and customer experience.

Qualifications and Competencies

To excel in this role, candidates must meet the following criteria:

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Experience: Minimum of 1 to 3 years of relevant experience in administrative, operational, or quality assurance roles.
• Technical Skills: Proficiency in developing checklists, implementing quality assurance processes, and analyzing performance data. Familiarity with operational and quality control standards is highly desirable.
• Analytical and Problem-Solving Skills: Strong ability to evaluate performance metrics, identify trends, and develop actionable recommendations for improvement.
• Communication and Collaboration: Excellent interpersonal and communication skills to effectively engage with teams, stakeholders, and customers. Capable of training and educating others on policies and procedures.
• Attention to Detail: A meticulous approach to ensure accuracy in reporting, documentation, and process execution.

The ideal candidate will be a proactive problem-solver with a passion for operational excellence and a commitment to delivering high-quality service. If you are ready to take on a dynamic role that drives efficiency and customer satisfaction, we encourage you to apply.