The Performance Appraisal Form For Customer Service is a crucial HR document used in Indonesian organizations to evaluate and document customer service employees' performance, in accordance with Indonesian labor laws, particularly Law No. 13 of 2003 on Manpower. This document serves as an official record of employee performance evaluation, typically conducted bi-annually or annually, and forms the basis for career development, compensation decisions, and performance improvement planning. The form incorporates both objective metrics and subjective assessments, ensuring a comprehensive evaluation of customer service capabilities while maintaining compliance with local employment regulations and industry standards.
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1. Employee Information: Basic details including employee name, ID, department, position, period of review, and length of service
2. Performance Rating Scale: Explanation of the rating system used (typically 1-5 scale) with clear definitions for each rating level
3. Core Competencies Assessment: Evaluation of fundamental customer service skills including communication, problem-solving, product knowledge, and professional conduct
4. Key Performance Indicators (KPIs): Quantitative metrics such as customer satisfaction scores, response time, resolution rate, and call handling metrics
5. Behavioral Competencies: Assessment of soft skills such as teamwork, adaptability, initiative, and stress management
6. Achievement of Previous Goals: Review of goals set in the previous appraisal period and extent of their achievement
7. Future Goals and Development Plan: Setting of new performance objectives and development goals for the next review period
8. Employee Self-Assessment: Section for employee to provide their own performance evaluation and comments
9. Manager's Overall Assessment: Supervisor's comprehensive evaluation and comments on employee's performance
10. Acknowledgment and Signatures: Space for both employee and supervisor signatures, dates, and any final comments
1. Attendance Record: Summary of attendance, punctuality, and leave record - include if attendance is a key performance factor
2. Customer Feedback Summary: Compilation of customer feedback and testimonials - include for customer-facing roles with direct feedback collection
3. Training Completion Record: List of completed training programs and certifications - include if professional development is a key evaluation component
4. Peer Review Section: Input from team members and colleagues - include for collaborative roles or 360-degree feedback systems
5. Performance Improvement Plan: Detailed plan for addressing performance gaps - include only if significant improvement areas are identified
6. Language Proficiency Assessment: Evaluation of language skills for multiple languages - include for roles serving international customers
1. KPI Metrics Reference Sheet: Detailed explanation of how each KPI is calculated and measured
2. Competency Framework Guide: Detailed descriptions and examples of each competency level
3. Performance Rating Guidelines: Comprehensive guide for managers on how to apply ratings consistently
4. Development Resources List: Available training programs and development opportunities for identified improvement areas
5. Customer Service Standards: Company's customer service protocols and standards referenced in the evaluation
Relevant legal definitions
Clauses
Relevant Industries
Retail
Banking and Financial Services
Telecommunications
Hospitality
E-commerce
Healthcare
Insurance
Travel and Tourism
Technology Services
Public Services
Transportation
Utilities
Relevant Teams
Customer Service
Client Relations
Contact Center
Customer Experience
Customer Success
Technical Support
Guest Services
Account Management
Service Desk
Quality Assurance
Training and Development
Human Resources
Performance Management
Operations
Relevant Roles
Customer Service Representative
Call Center Agent
Customer Support Specialist
Client Services Manager
Customer Experience Manager
Service Desk Analyst
Customer Care Executive
Client Relations Officer
Support Team Leader
Customer Success Manager
Guest Services Coordinator
Account Support Representative
Customer Service Supervisor
Contact Center Manager
Customer Relations Manager
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