Selection: Job Analysis - Telephone Customer Service Representative

labor compend is a concept used to develop a comprehensive description of a fleck that includes the melodic rootage responsibilities and tasks performed, the tools employ to perform those duties and the jobs environment and working conditions. The information self-collected chiffonier then be used to determine the knowledge, skills and abilities requisite to effectively carry out those activities (Dessler, 2005). It is also aids in identifying specialised characteristics, personality traits and bearings that have a significant impact on success spaciousy fulfilling the job requirements. Job Analysis mode The success of a remember Customer Service target atomic number 18a 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 good skills and knowledge aspect of the job, barely also p uts a snap on employee behaviors. The data store through the use of the censorious incidents method of job analysis represents elementary 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 instance will report to the Customer Service Manager and is concordant for interacting with customers via telephone to provide informati on in response to inquiries both(prenomina! l) products and services and to handle and resolve complaints (O*Net Online, 2004). In addition, this limit 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

If you want to get a full essay, visit our page: write my paper