VOKASI NEWS – Bilingual skills are essential for customer service at Pusbamulya UNAIR to serve diverse visitors, enhance professionalism, and strengthen the institution’s image in a global environment.
Bilingual skill now become very important for customer service, especially in Pusat Bahasa dan Multibudaya Universitas Airlangga (Pusbamulya). Every day, this center serve many kind of people: high school students, university students, international students, and also general public.
Customer service (CS) have big role to keep good relation with visitor. The quality of CS often become measure for how good the product or service is. It also give impact to institution image. That’s why communication skill is the main key. Not only use mother language, but also English as international language is very needed, because in Pusbamulya many foreign students come to ask about service.
Diverse Services, Language as a Bridge
In Pusbamulya, there are many language services. They have English test like TOEFL, ELPT, and also NAT-TEST for Japanese language. Not only test, they also give preparation class, and language courses like English, Mandarin, Japanese, Korean, French, and Arabic. There is also BIPA program (Indonesian Language for Foreign Speaker) for international student who want to learn Indonesian deeper.
Because of this many services, bilingual skill feel more needed. In daily activity, customer service often meet visitor who ask detail information about course or procedure. In this case, CS not only must know administration flow, but also can explain clearly in different language, so the visitor can really understand.
Enhancing Professionalism and Brand Image
Bilingual skill not only make communication easier, but also show professionalism of institution. CS who can speak more than one language usually look more friendly, inclusive, and can build trust from visitor. This also make good image for Pusbamulya as a language center open for many cultures.
Now, with more international academic mobility, bilingual skill become more and more important. CS is not only administration staff, but also bridge for cross culture communication. It make visitor experience more positive and productive.
In the future, bilingual skill will continue to be main requirement for customer service, especially in international institution. Pusbamulya Unair already show the example that this skill is not just extra, but real need to keep service quality in global era.
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Writer: Habibah Khaliyah
Editor: Habibah Khaliyah
