NEED ANALYSIS: ENGLISH FOR CUSTOMER SERVICE OFFICER AT BPJS KETENAGAKERJAAN

Muhammad Hafiz Zul Ulum

Muhammad Hafiz Zul Ulum

Keywords: customer service, BPJS Ketenagakerjaan, ESP, need analysis, learning material

Abstract

As an Indonesian public legal body that provides social security for not only Indonesian but also foreign workers, having the English ability is one of the important abilities for customer service at BPJS Ketenagakerjaan. Therefore, it is deemed necessary to design English learning materials following the needs for customer service which is also in line with the scope of [ESP?]. This study aims to determine the need for proper English learning to design ESP materials for customer service in BPJS Ketenagakerjaan based on the result of the need analysis. The subjects of this study are 15 customers service at BPJS Ketenagakerjaan while the quantitative research method is applied by utilizing Google Form for collecting information. The results of this study indicate that customer service at BPJS Ketenagakerjaan requires English more as a communication medium in the process of interviewing foreign customers where 60% of respondents stated that English is used more for listening and speaking. Furthermore, 40% stated that they use English in listening, speaking, and writing. This needs analysis is expected to provide relevant data related to the English needs for customers service at BPJS Ketenagakerjaan and can be useful in designing more suitable learning materials.

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