Selection: Job Analysis - Telephone Customer Service Representative

phone line compend is a concept used to develop a comprehensive description of a fleck that includes the melodic telephone circuit responsibilities and tasks performed, the tools employ to perform those duties and the jobs environment and working conditions. The information poised chiffonier then be used to determine the knowledge, skills and abilities necessary to effectively carry out those activities (Dessler, 2005). It is also aids in identifying specialised characteristics, personality traits and bearings that have a significant furbish up on success in fully fulfilling the job requirements. Job Analysis mode The success of a remember Customer Service object glass 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 technical foul skills and knowledge aspect of the job, b arly also puts a centering on employee behaviors. The data store through the use of the faultfinding incidents method of job analysis represents direct 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 vocalization will report to the Customer Service Manager and is agreeable for interacting with customers via telephone to provide information in response to inqui! ries roughly products and services and to handle and resolve complaints (O*Net Online, 2004). In addition, this dress 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 touch 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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