Job Description
Full details about the role and requirements
Yukerja Summary
The Customer Service role at PT ARCTIC BEAR BATHS is curated from Glints (category Hukum). Note the work location (Kuta) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
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.