Jakarta International Customer Service Institute (JICSI)

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JC-Service Writer

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Service Writer

Job Summary

A Service Writer’s responsibilities revolve around the needs of the customer. He or She acts as a liaison between customers and service-related businesses that provide repairs and maintenance. The Service Writer most often works in the Automotive industry and facilitates transactions between customers and the company.

To be a successful Service Writer, you should possess excellent customer service and communication skills. You should also have the ability to translate customers’ non-technical descriptions and relate them in a comprehensive and thorough report to the service team.

Responsibilities:

  • Developing strong customer relationships through the successful management of products and service delivery.
  • Maintaining computerized customer profile information.
  • Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments.
  • Developing cost estimates, logging needed parts and the time needed for repairs, and scheduling the most appropriate Service Technician.
  • Conveying all necessary information regarding costs, parts, work, and Technicians to the customers and management.
  • Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians.
  • Contacting customers in the case of additional work to relay the details and extra costs.
  • Entering the details of repair jobs on the company’s network and preparing repair instructions and lists of needed replacement parts to the Service Technicians.
  • Checking warranties and insurance.
  • Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business.

Requirements:

  • A High School Diploma or equivalent.
  • Work experience and product knowledge may be advantageous.
  • Computer literacy and knowledge of office software programs.
  • Excellent communication and customer service skills.
  • Strong record keeping skills.
  • The ability to understand and relate technical issues to the service team from customers’ non-technical descriptions.
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