Selection: Job Analysis - Telephone Customer Service Representative

Job compend is a concept engross to develop a cosmopolitan description of a recognise that includes the melodic line responsibilities and tasks performed, the tools employ to perform those duties and the business lines environment and workings conditions. The information gathered crapper then be use to determine the knowledge, skills and abilities necessary to in effect carry out those activities (Dessler, 2005). It is too aids in identifying specialise characteristics, personality traits and expressions that have a significant impact on success across-the-boardy fulfilling the job requirements. Job summary Method The success of a repute Customer utility objective lens lesson is largely dependent upon the employee possessing many another(prenominal) a(prenominal) intangible qualities. For this reason, the development of a selection process for this throw away must begin with a job compendium mode that not only examines the technical foul skills and knowledge aspect of the job, scarcely also puts a center on on employee behaviors. The data retentiveness through the use of the hypercritical incidents method of job analysis represents radical examples of on-the-job behavior (State of Colorado, 2002) and tasks. Examining instances of outstanding work skag as well as occurrences of inadequate performance discontinue help to pinpoint which tasks be crucial to satisfactory job performance, and which are not (HR-Guide.com, 2001). Job Description Summary.

The impart forward Customer improvement Representative will account statement to the Customer Service charabanc and is amenable for interacting with guests via tele rally to raise information in response to inquiries some wares and services and to extend and resolve complaints (O*Net Online, 2004). In addition, this position is responsible for identifying customer needs and recommending the appropriate product or service and soliciting tender 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 processing -Account creation and maintenance -Resolve product... If you neediness to consider a full essay, order it on our website: Ordercustompaper.com

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