Selection: Job Analysis Telephone Customer Service Representative

739 words - 3 pages

Job analysis is a concept used to develop a comprehensive description of a position that includes the job responsibilities and tasks performed, the tools utilized to perform those duties and the job's environment and working conditions. The information gathered can 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 specific characteristics, personality traits and behaviors that have a significant impact on successfully fulfilling the job requirements.Job Analysis MethodThe success of a Telephone Customer Service Representative is largely dependent upon the employee possessing m ...view middle of the document...

The Telephone Customer Service Representative is authorized to use logic and judgment to analyze information and evaluate results in order to choose the best solutions and solve problems (O*Net Online, 2004). The employee holding this position is also authorized to evaluate complaints and issues and take the appropriate preventative measures to avoid future similar complications.Job Specifications-At least one year of telephone customer service experience.-Knowledge of computers and software, specifically Customer -Relationship Management (CRM) systems-Experience with digital, multi-line telephones-Exceptional written and verbal communication skills; ability to effectively communicate with customers and all levels of management-Strong grasp of the English language including proper grammar usage, spelling, reading/writing comprehension and clear diction-Firm understanding of mathematical concepts and their applications-Possess high level of stress tolerance and the ability to maint...


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