Jakarta International Customer Service Institute (JICSI)

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JC-Customer Service Representative

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Customer Service Representative

Job Summary

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Responsibilities:

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out so that you can answer questions.
  • Processing orders, forms, applications, and requests.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Managing a team of junior customer service representatives.
  • Ensure customer satisfaction and provide professional customer support.
  • Answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes. In the case of a sales customer service representative, customer service duties and responsibilities will include selling products and service to clients and processing payments.

Requirements:

  • High school diploma, general education degree or equivalent.
  • Ability to stay calm when customers are stressed or upset.
  • Comfortable using computers.
  • Experience working with customer support.
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