Essay About Front Line Customer And Telephone Service

To Provide and Promote a Professional, High Quality, Front Line Customer Focused Telephone Service to All Callers
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Working with Leading People                                                                                   Assignment – Portfolio Assessor – Ms. Inoka GunarathneStudent Name – M Misjath MalikStudent ID – BM/57/08Table of ContentDocument of recruiting new staffs [pic 1]Job title: Customer Relations Officer Department:Report to: Chief Financial manager                                           Purpose: To provide and promote a professional, high quality, front line customer focused telephone service to all callers.Task and responsibilities: Providing rapid and professional responses to all customer feedbackProviding follow up action on customer response and managing requests for compensation, where suitableCo-ordinating inquiries on cases with the appointed Law Firm and Head OfficeConfirming that relevant departments are made aware of concerns raised by customers so that they may carry out helpful actionMonitoring and carrying out analysis of customer feedbackRecording customer opinion details in the Customer Relations Management System for creating management reportsIdentifying possible customer relation cases and, where necessary, keeping records or arranging proactive service rescueJob summary:The successful candidate will be the first point of contact for all customer feedback and responsible for ensuring that customers modular enclosures ELSTEEL handled quickly and efficiently, maintaining the trust and loyalty in the product and service ELSTEEL.Person Specification FormPerson Specification CriteriaEssential/DesirableSKILLS & ABILITIES  Ability to communicate successfully by telephone and in writing Ability to compact with a heavy workload related with a high call volume environment Ability to arrange actions and decisions according to customer requirements Ability to work positively with others and on own creativity where required Ability to arrange and manage own time effectivelyEssentialEssentialEssentialEssentialDesirableEXPERIENCE Experience of allocating with customers by telephone in a call centre environment Experience of dealing with customer inquiries respectfully and helpfully within customer care guidelines Experience of dealing efficiently with inspiring and concerned customers Experience of working within a concert management environment Experience of working within a group as a teamExperience of using the internet to resolve customer investigationsExperience of waged in a customer service environment for at least 2 years Experience of dealing with customers expression to face EssentialEssentialEssentialEssentialDesirableEssentialEssentialDesirableQUALIFICATIONS  NVQ level 3 in a Customer Service or office related subject or able to establish an equivalent level of experienceEssentialPERSONAL CIRCUMSTANCES  Must be arranged and able to work outside of normal office hours to meet changing stresses for the service or to cover co-workers absences Willingness to care other parts of Direct as requiredEssentialDesirableEQUALITY Candidates must be able to determine understanding of, getting and commitment to the principles underlying equal chances. EssentialCUSTOMER CARECandidates must be able to determine knowledge and considerate of effective customer careEssentialInterview Questions1.        Tell me little things about you?2.        Why do you need to work for this organization?3.        What do you know around this vacant?4.        How long would you expect to work for us if selected?5.        Tell me about your capability to work under pressure?6.        What inspires you to do your best on the job?7.        Are you applying for any other job?8.        What is your greatest strength?9.        Are you agreeable to work overtime?10.        What kinds of wage/salary do you need?11.        What were your tasks at your last position?12.        Why should we appoint you?13.        Do you have any question for us?JOB INTERVIEW EVALUATION FORMNAME:DATE:POORFAIRAVERAGEGOODSUPERIORAPPEARANCEDress codeCleanlinessBody LanguageEye ContactCHARACTERISTICSSelf-confidentAchievement orientedWillingnessResponsibleOutgoingOpen typeEnthusiasticPoiseMaturityProfessionalVerbal/PersuasiveAbility to learnGOALS/PERCEPTION OF SELFRealistic appraisal of self Reason for interest in fieldRealistic career goalsQUALIFICATIONSEducation/TrainingAccomplishmentsSkillsRelevant ExperiencePotentialDECISION MAKING/PROBLEM SOLVINGCreativityLogicREASONS FOR SELECTING PARTICULAR ORGANIZATIONCommitmentKnowledge of OrganizationKnowledge of IndustryJOB EXPECTATIONSRealisticMatch employers needsLONG TERM OBJECTIVESRealisticPotential to growOverall evaluationCOMMENTS:As the candidate has the expected qualifications, we are ready to select him. And he doesn’t need to be trained as he has a working experience in this field.