company profile - jicsi€¦ · training 12 3.1 training 13 in-house 13 ccs (certified customer...

Company

Profile

Jakarta International

Customer Service

Institute

[email protected] 0858-8338-3383

(021) 22545241

www.jicsi.co.id

JAKARTA INTERNATIONAL CUSTOMER SERVICE INSTITUTE www.jicsi.co.id

Introduction 1

About Us 2

Vision 2

Mission 2

Our Business 3

1. Recruitment and Agency Specialist in Customer Service 5

JICSI Recruitment Process 6

Benefits Of Recruitment with JICSI 7

2. Outsourcing 9

Job Function 10

Benefits Of Outsourcing with JICSI 11

3. Training 12

3.1 Training 13

In-House 13

CCS (Certified Customer Service) 13

Online Training 14

3.2 Advance Training 14

Advance Training Topic 14

4. Survey Customer Satisfaction 15

Advantages of Acquiring “JICSI” 16

Our Client 18

Messages of JICSI President 19

Table of

Content


1

In today’s business environment, competition is very tough. Many new

companies both local and foreign are entering the Indonesian market. As

competition becomes more stiff most companies focus their competition on

price and product, however only few companies would like to focus in

competing for customer service quality. This is the aspect of customer service

is what we would like to offer to your company.

Introduction

Here are 5

reasons Why

Customer

Service is Very

Important

Customer service

builds trust

Customer

service

matters more

than price

Customer service

builds brand

awareness

Good customer

service reduces

business

problems

Good customer

service is attractive to

the customer


2

.

About Us

Vision

We envision to provide companies in Indonesia with assistance in all

aspects of customer service to keep them competitive in facing a tough

global environment.

1. To supply companies with manpower who are well trained to do

customer service for the company’s “front of the house and back of the

house” functions.to ensure good customer service to both it’s external

and internal customers.

2. To provide companies with innovative training to ensure that its human

resources are always equip with relevant skills to keep them always

competitive to face the tough global business environment.

Mission


3

Our Business

-1-

Recruitment and Agency

Specialist in Customer Service

-2-

Outsourcing

-3-

Training

-4-

Survey Customer Satisfaction


4

-1-

Recruitment and Agency

Specialist in Customer Service

Our Business


5

Our Business

As we hire new customer service, we should think about the long-term value

they’ll bring to your team and your company.

Establishing the right recruitment strategy is essential for company in order

to create a defined customer experience and positive internal culture. In

today customer service is an in-demand industry. With more and more

businesses recognizing the importance of strong customer interactions,

employment in customer service is expected to grow by 5% until 2026.

The role of a customer service representative is also changing. As today,

customer service is more than just answering phones and taking basic

questions. It also includes communicating via social media, email, chat tools,

and other platforms. Successful customer service employees also require

specific traits and skills, including patience and problem-solving.

Great Customer service means managing the relationships you have with

your customers, making sure that customer are satisfied so that they’ll share

positive feedback, especially on social media

To help you improve your customer service recruitment strategy, We are The

Jakarta International Customer Service Institute will help you to recruit the

best of customer service, to reduce customer service turnover rate, improve

the quality of your hires, and increase the efficiency of the entire hiring

process.

1. Recruitment and Agency Specialist in Customer Service


6

JICSI

Recruitment

Process

Basic Concept Of Customer Service

Communication skill for Customer Service

Handling Complain

People Development

English for Call Center

Attitude Test & Aptitute test

Accept

Placement

Continuous Training

Training

Request

Recruit

Selection

Proposed

Reject

Reject

Passed & Certification

Agreement


7

The manpower we offer your company have already

completed Customer Service training before we offer

them to your company.

1. Customer Service Training

The manpower we offer your company have already

passed the standard Customer Service in both written

and practical tests before we offer them to your

company.

2. Written and Practical Test

The manpower we offer you have already passed the IQ

Test, Work Attitude and Aptitute Test before we offer

them to your company.

3. IQ Test, Work Attitude and Aptitute Test

Benefits Of

Recruitment with

JICSI


8

-2-

Outsourcing

Our Business


9

2. Outsourcing

Our Business

Outsourcing has revolutionized the way business is done in almost all

sectors. It was a gradual process that evolved with time and as per the latest

requirement in the industry. The basis of outsourcing business is to

accelerate the pace of one’s business and increase its efficiency.

Considering the dynamism of today’s complex business operation,

outsourcing is certainly a blessing for the business community as a whole.

According to the latest estimate, around 43% of the manufacturing industry

outsources their work from time to time.

Now, the entire outsourcing business is likely to grow via the use of

centralized technology. Some newer aspects of technology and IoT such as

AI and automated chat bots are also likely to be unilaterally introduced in

more outsourcing businesses

Especially, the businesses and industries relating to innovation, technology,

social responsibility and data security will see massive growth in

outsourcing.

We JICSI have outsourcing programs for all your needs and solutions for

every staff issue specially customer service you may face. From temp

services to business process or back office outsourcing , our solutions are

designed to fit you like a glove.

Having solutions that cleverly fit your own particular business model and

requirements will help you face challenges and reach objectives that are

critical to your success. We can do that and much more for you. It’s what we

do.

JICSI offers solutions tailored to your needs positions at levels : Customer Service for all areas.


10

Customer Service For Telecommunication Industri

Customer Service Call Centre

Customer Service Receptionist

Customer Service For Sales

Customer Service For Staff Administration

Customer Service Sales Promotion Girl (SPG)

Customer Service For Bank Industry

Shop Customer Service

Customer Service For Restaurant

Customer Service For Hotel

Job Function


11

Benefits Of

Outsourcing

with JICSI

Cost Advantage

Time Zone Advantage

Access to Skilled Resources

Increase Efficiency

Focus on Core Areas

The most obvious and visible benefit relates to the cost savings that

outsourcing brings about. Get your job done at a lower cost and at better

quality as well.

Can do job better with their knowledge and understanding of the domain.

This leads to an increase in productivity and efficiency in the process

thereby contributing to the bottom-line of your company.

Outsourcing your business processes would free your energies and enable

you to focus on building your brand, invest in research and development

and move on to providing higher value added services.

You no longer need to invest in recruiting and training expensive resources for

your business. Providers like Jakarta International Customer Service Institute (JICSI)

take care of the resourcing needs with their pool of highly skilled resources. The

resources employed by JICSI are well educated in the respective business areas

and are experienced in handling the Customer service.

Apart from the cost advantage, the other much touted benefit has to do with the

time zone differential between your country and the location you are outsourcing

to. Get your job done while you are closed for the day and wake up to your service

being delivered the next morning. This unique advantage gives you the benefit of

round-the-clock business operations

Faster And Better Services

We make your service offerings better with high quality deliverables and decrease

the lead time it takes for your product to reach the marketplace. Thus you would be

faster in getting your ideas converted into products and better at delivering the

value-added proposition.


12

-3-

Training

Our Business


13

To provide companies with innovative training to ensure that its human resources are

always equip with relevant skills to keep them always competitive to face the tough global

business enviaronment. We provide the following training advantages.

We offer top-quality in-house training, in a wide range of subjects, at a sensible price. All

our programmes are delivered by independent subject specialists who also have

outstanding training skills, in the following main areas:

1) Basic Concept Of Customer Service

2) Communication skill for Customer Service

3) Handling Complain

4) People Development

5) English for Call Center

In-House

1

CCSP (Certified Customer Service Professional)

This program is a professional certification

tailored to fit the schedules of busy

professionals. With offline and online learning

platform and multimedia study materials; this

program provides participants with our easy-to-

access and revolutionary training platform.

This platform includes audio interviews with

industry experts, instructional videos covering

the best practices, fundamentals, and insights.

With case studies and the appropriate coaching,

participants will master the skills necessary for

appropriately attracting, retaining, and creating

loyal customers and clients in order to build a

business with exceptional customer service.

Best practices for all points of contact with

customers will help to instill the confidence to

handle each customer with care and respect

2

3.1 Training

Our Business


14

Online Training

Most of us would love to invest a fortune in higher education to further our careers.

However, going back to school or taking courses can require a lot of time and money.

JICSI will provide training on line to enhance your knowledge, skill, and attitude related

to customer service. Can be done easily during free time and paused when necessary.

3

3.2 Advance Training

The Customer Service Professional

Challenges of Customer Service in Globalization

How to build Customer Service Corporate Culture

Providing Quality Service to a Diverse Customers

Stategies to improve Verbal and Non Verbal Comunication

How to Build Customer Service Corporate Culture

The Art of dealing with Difficult Customers

Managing Employees with Diverse culture

Cross- Culture Customer Satisfaction

Many Other Relevant topics, etc

Advance Training Topic

Our Business


15

-4-

Survey Customer Satisfaction

Our Business


16

Our Business

Successful customers are the lifeblood of any business. They’re what

transforms your growth from a funnel into a flywheel. You can create

happy customers, but to do it you have to truly understand them and

how they think about you. Do you know how satisfied your clients are

with your services, products and their overall experience with your

company? If your answer is “not really”, then you need to take action

and find out As Soon As Possible.

Customer satisfaction” is a crucial aspect of your business that you

need to assess continuously if you want to survive and thrive in the

long term. And if your company is bigger than a mom-and-pop where

you have direct feedback from your clients, then you need to start

using surveys.

Customer satisfaction surveys are valuable tools that help businesses

discover the level of satisfaction of their clients with the company’s

products or services.

Through these surveys, you can discover:

Your happiest customer that you can then turn into ambassadors

Your unhappy customer and the situations that lead to their

dissatisfaction that need to be fixed

The overall level of satisfaction with your company/brand.

4. Survey Customer Satisfaction


17

Your employees will have a better understanding of

customer service and they will feel confident in applying

customer service in all their work.

Best Knowledge of Excellent Customer Service

This will open better opportunities for your company

locally and internationally as your company can serve

better your customers in a globally oriented market.

Oppurtunity for Globally Oriented

This will primarily improve the way your employees serve

each other as they do their roles and responsibilities

within the company.

Improve Quality of Company

This will create a good corporate culture of customer

service within the company thus everyone can work

horoniously to achieve company goals.

Improve Corporate Culture

Advantages

of Acquiring

“JICSI”


18

Our Client &

Partner


19

Messages of

JICSI

President

We are now living in a “fast paced world” were human way of

thinking and behaviour of the past is very different than the present,

JICSI recognises this fast changing shift in customer behaviour,

lifestyle and expectations. Certainly this gap that had also brought

changes in expectations, behaviour and lifestyle which have driven

companies to do business differently, in order to survive in a very

globally competitive world.

The Jakarta Institute of Customer Service is here to help local

companies aquire local manpower to meet their business needs.

Likewise this also provides good opportunities for Indonesian youth

to grasp the opportunity for jobs. We are here to help both

businesses and the many Indonesian youth to grasp the

opportunities happening in Indonesia.

Sincerely yours,

DR. RUDY

company profile - jicsi€¦ · training 12 3.1 training 13 in-house 13 ccs (certified customer...

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