Job Description For Customer Service Agents - 1372 Words

Abstract The importance of customer service agents has been underscored in a number of studies. Customer service agents are the front lines of every company being the first people with whom the clients interact with. It is in this regard that customer service agents must be able to possess certain qualities and skills to help them perform efficiently and effectively. To do so, they must be able to adhere to job descriptions prepared by the company. This paper undertakes an extensive analysis with respect to what the job description for customer service agents should contain, taking into consideration the experiences of Bill Ryan in Half.com. Introduction Bill Ryan is a customer service agent working in an online†¦show more content†¦Information Collected from the Day Diary As mentioned, the Day Diary contains pertinent information with respect to the responsibilities and duties that customer service agents must perform. Unfortunately, as pointed out earlier, the day diary does not contain sufficient information to develop a sound job description. Nevertheless, useful pieces of information are contained therein. The useful information include the knowledge, skills and abilities that customer service agents must possess to be efficient in their jobs as well as important tasks and responsibilities. The following pieces of information are considered useful: (1) the repetitive tasks that customer service agents must complete, (2) their time management and multitasking skills, (3) flexibility, (4) employee compensation, (5) communication skills, (6) working conditions, and (7) employee feedback (Cushway, 2008). The ca se emphasizes the importance of repetitive tasks in the life of a customer service agent. Based on the work diary, customer service agents have to perform repetitive tasks in their daily lives. These include the answering e-mail messages from buyers with respect to their transactions. In this regard the tasks of the customer service agents may be very monotonous and boring. In addition, the job also entails the need to interact with difficult customers. Hence, customer service agents must not be too emotional with the capacity to work inShow MoreRelatedWhite Knight Case Study1253 Words   |  6 PagesPerformance levels and customer satisfaction are taking a hit due to a lack of efficiency in areas such as recruitment/selection, staff retention, job design methods and reward management. My first recommendation would be a change in the advert strategies used by the company by firstly redesigning the job description, being more specific in job competency and personal characterisation that would be more suited to the call centre position. Having a clearly outlined job description and person specificationRead MoreThe Skills And Problem Solving Skills910 Words   |  4 Pageswas fitted for several jobs based on my personality and interests. 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