Job description for Customer Service at PT ARCTIC BEAR BATHS
Work Format :
Full-time offline role, Monday-Friday, 9:00-18:00, with 1 hour lunch break.
Main Goals and Results of the Role
- The Service Manager is responsible for all customer service after installation: warranty cases, complaints, post-sales communication, service coordination, client loyalty, and reviews.
- The main result of this role is that every client after delivery receives proper service, warranty support, fast communication, and a positive recovery experience if something goes wrong.
Responsibilities, Functions, and Ownership
A. Customer Service Communication
- Manage customer service phone/WhatsApp.
- Receive client requests after installation.
- Respond quickly during working hours.
- Clarify the issue.
- Keep the client updated until the issue is resolved.
- Communicate calmly and professionally with unhappy clients.
B. Service CRM / Service Tracker
- Add every service request to CRM or service tracker.
- Record client name, product, location, issue, warranty status, responsible executor, deadline, and next step.
- Update service case statuses.
- Close service cases only after the issue is solved and the client is informed.
C. Warranty and Service Cases
- Check warranty card and warranty period.
- Classify service cases as warranty, non-warranty, supplier issue, in-house chiller issue, client misuse, or external issue.
- Organize warranty service through suppliers when supplier product is responsible.
- Organize technical team work when in-house chiller is involved.
- Coordinate site visits if needed.
- Control deadlines for service work.
- Collect photo/video proof after service.
D. Complaints and Client Loyalty
- Receive complaints professionally.
- Identify the reason for the complaint.
- Propose next step or solution.
- Recommend bonus, gift, or compensation if the client had a bad experience because of delay, defect, or company mistake.
- Collect client feedback after service.
- Ask what the client liked or disliked.
- Request positive reviews when obligations were fulfilled.
- Escalate serious complaints to CEO only when there is financial, legal, or reputational risk.
E. Google Maps and Reviews
- Monitor Google Maps reviews.
- Reply to positive reviews.
- Escalate negative reviews.
- Coordinate recovery actions for unhappy clients.
- Ask satisfied clients to leave reviews.
F. Product and Service Improvement
- Track repeating problems.
- Track recurring supplier issues.
- Track recurring technical issues.
- Send insights to Operations, Product Manager, Technical Team, and CEO.
- Suggest improvements to service process.
