SOP Customer Service

Doc. no. : 0002/IDXX/HRD/2022
Revision no. : 000
Effective date : 8/6/2022
Revision date : –
No. of pages : 1

I. JOB IDENTITY / IDENTITAS JABATAN

Job Code : JC02
Job Title : Customer Service
Superior : SPV
Subordinate : –
Organization : Customer Service
Direction : –
Division : –
Department : Customer Service

II. JOB DESCRIPTION / URAIAN JABATAN

2.1. Job Mission
Explain the essentials of the existence of the job. It shall clarify the very reason for the job to subsist within the organization. / Tujuan Jabatan
2.1.1. Menyimpan Lead Contact
2.1.2. Melayani Lead baru
2.1.3. Melayani Customer, Supporter
2.1.4. Mengiriman Project Selesai
2.1.5. Menangani Refund
2.1.6. Melakukan Follow Up Tiap Level
2.1.7. Melakukan Follow Up H-1
2.1.8. Melakukan Follow Up H-2

2.2. Main Responsibility
Goals bind for the job mission to be accomplished /major duties performed. Omit details as to how the duty is performed. / Tanggung Jawab Utama
2.2.1. –
2.2.2. –
2.2.3. –
2.2.4. –

2.3. Main Authority
Authority given to job to make decision without any aid from supervisor. / Kewenangan Utama
2.3.1. –
2.3.2. –
2.3.3. –
2.3.4. –

2.4. Job Performance Indicator
Standards which are used in measuring successful performance of the job. / Indikator Kinerja
2.4.1. –
2.4.2. –
2.4.3. –
2.4.4. –
2.4.5. –
2.4.6. –

III. JOB RELATIONSHIP
Internal and / or external official relationship other than to supervisor and subordinate. /
Hubungan Pekerjaan
3.1. Internal
3.1.1. Mengiriman Project ke Admin
3.1.2. Berkomunikasi tentang project dengan Admin.
3.1.3. –
3.2. External
3.2.1. –
3.2.2. –
3.2.3. –
3.2.4. –

IV. JOB DIMENSION
Important aspects managed by the job that directly and/ or indirectly affects the accomplishment of all Main Responsibilities. / Dimensi Jabatan

4.1. Financial Dimension
4.1.1. Operating budget : –
4.1.2. Assets value : –
4.1.3. Sales turn over : –
4.1.4. Revenue targeted : 3.333 Transaction.
4.2. Non Financial Dimension
4.2.1. Area of sales : –
4.2.2. No. of direct subordinate : –
4.2.3. No. of Indirect subordinate : –

V. JOB REQUIREMENT
List of minimum requirement in order to perform the job normally / Persyaratan Jabatan

6.1. Job Pre-requisite
Lists all the necessary conditions that must be met by any entrant to be eligible to hold the job / Persyaratan Wajib
6.1.1. Muslim
6.1.2.
6.1.3. –
6.1.4. –
6.2. Job Propensity Gauge
List all the necessary conditions that show the capability of any particular competency of an entrant / Persyaratan Minimum
6.2.1. Minimal SMK
6.2.2.
6.2.3.
6.3. Job Competency Requirement
Lists the entire necessary competency that must be performed by any entrant to do the least of the job. Please note that this is one of three part series in job requirement, all of which have the same level of importance / Persyaratan Kompetensi
1 Basic :
2 Effective : Communication, Job Description, Job Evaluation, Job Grading, Persuasive skill, Negotiate Skill,
3 Intermediate :
4 Advance :

No. Name of Competency
A. Basic Competency

1. Integrity
2. Innovation
3. Continues Improvement
4. Accountability
5. Perseverance
6. Teamwork
   
   B. Behavioral Competency
7. Achievement Orientation
8. Impact and Influence
9. Interpersonal Relationship Building
10. Initiative
11. Self Control and Confidence
12. Adapting to Change
13. Conceptual Thinking
14. Analytical Thinking
15. Problem Solving
16. Decisive Judging
    
    C. Managerial Competency
17. Visioning
18. Team Leadership
19. Managing Others
20. Developing Others
21. Conflict Management
    
    D. Technical Competency
22. Presentation Skill
23. Negotiation Skill

VI. ORGANIZATION STRUCTURE
Position of particular job within the organization structure. Draw of the diagram in detail as to describe superior, subordinate and coworker relationship) / Struktur Organisasi