Jakarta International Customer Service Institute (JICSI)

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JC-Customer Service Representative

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Customer Service Representative

Job Summary

  • Managing incoming calls and customer service inquiries.
  • Generating sales leads that develop into new customers.

Identifying and assessing customers’ needs to achieve satisfaction

Responsibilities:

  • Manage large amounts of incoming calls.
  • Generate sales leads.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet personal/customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.

Requirements:

  • Proven customer support experience or experience as a client service representative.
  • Track record of over-achieving quota.
  • Strong phone contact handling skills and active listening.
  • Familiarity with CRM systems and practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • High school degree.
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