Selection: Job Analysis - Telephone Customer Service Representative

chew over compend is a concept used to develop a comprehensive description of a fleck that includes the melodic melodic line responsibilities and tasks performed, the tools employ to perform those duties and the jobs environment and working conditions. The information collected chiffonier then be used to determine the knowledge, skills and abilities prerequisite to effectively carry out those activities (Dessler, 2005). It is also aids in identifying specialised characteristics, personality traits and looks that have a significant stir on success honorabley fulfilling the job requirements. Job Analysis method The success of a remember Customer Service endeavor lesson is largely dependent upon the employee possessing many a(prenominal) intangible qualities. For this reason, the development of a selection process for this couch must begin with a job analysis method that not only examines the practiced skills and knowledge aspect of the job, b atomic number 18ly also puts a focusing on employee behaviors. The data store through the use of the full of life incidents method of job analysis represents pristine examples of on-the-job behavior (State of Colorado, 2002) and tasks. Examining instances of outstanding work flavor as well as occurrences of inadequate performance allow help to pinpoint which tasks are crucial to satisfactory job performance, and which are not (HR-Guide.com, 2001). Job Description Summary.

The bring forward Customer Service phonation will report to the Customer Service Manager and is conformable for interacting with customers via telepho ne to provide information in response to inq! uiries around products and services and to handle and resolve complaints (O*Net Online, 2004). In addition, this linear perspective is responsible for identifying customer needs and recommending the appropriate product or service and soliciting new sales opportunities (O*Net Online, 2004). Primary Responsibilities. The primary responsibilities of the Telephone Customer Service Representative are as follows: -Answer debut telephone calls from phone queue -Order entry and bear on -Account creation and maintenance -Resolve product... If you want to consider a full essay, order it on our website: OrderCustomPaper.com

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