Professional Development for Customer Service Representative

This document provides a professional development plan for a customer service representative. It includes job description, business goals, policies, and procedures, personal goals, KPIs, and personal development plan.

Running head: PROFESSIONAL DEVELOPMENT
PROFESSIONAL DEVELOPMENT
Name of the Student:
Name of the University:
Author note:

1PROFESSIONAL DEVELOPMENT
1. Review your job description and your organization’s business plans, business goals,
policies and procedures.
Job Description
Job Position- Customer Service Representative
Salary band- 46,800$ yearly
Working hours- 8hours
Location- Bank of Queensland Newstead, Gasworks Plaza
Accountable to- performance in the probation period of 3 months
Job Summary- Customer Service Representative is required to attract the potential
customers by means of answering their queries related to the service that is being delivered
and suggesting more information regarding the other services and products. He or she is also
required to process the orders, prepare the correspondences as well as fulfilling the needs of
the customers for ensuring that the customers are satisfied.
Job responsibilities
a) Opening and maintaining customer accounts
b) Recording the account information
c) Resolving queries related to services and products
d) Maintaining financial accounts
e) Preparing reports on services and products
f) Managing incoming calls
g) Meeting sales targets
h) Suggesting solutions during product malfunctioning

2PROFESSIONAL DEVELOPMENT
Job Requirements
a) Ability of customer orientation for responding to different types of characters
b) Is familiar with the CRM practices and systems
c) Skill of active listening and phone contact handling
d) Multi-tasking skills and effective time management
Educational Requirements
a) College degree preferred
b) High School Diploma (any background)
Skills and Proficiencies
a) Documentation skills
b) Market Knowledge
c) Quality focus
d) Multitasking
e) Customer Service
f) Negotiation
g) Patience
h) Attention to details
i) Positive attitude
j) Resolving conflict
k) Phone skills
Business Goals
a) Increasing the value of the shareholder
b) Maintaining credit quality

3PROFESSIONAL DEVELOPMENT
c) Building on the track record of delivering the value to every stakeholders
d) System growth within the funding capacity
Business Requirements
a) The people in Bank of Queensland are expected to understand and comply with all the
policies of the bank and every people is responsible for his or her very own conduct.
b) Always complying with the Code of Conduct
c) Reading and understanding the company obligations under the code of conduct
Business Policies
a) Conflicts of Interest
b) Acceptable Use Policy
c) Group Financial Crimes Policy
2. Based on your job description (and following your organization’s business plans,
goals, and applicable policies and procedures), establish personal four to five goals.
a) Gaining the skill of communication with unknown people and knowledge about the
company policies and processes by learning about the usual policies and processes in
the Banks
b) To gain knowledge about different market instruments required in banks
c) Gaining the skills of mentoring people
d) Gaining effective time management skills by meeting the deadlines

4PROFESSIONAL DEVELOPMENT
KPI Standards
Total number of
Sales (monthly)
Able to make a gross sales of (per month)
Nearly 10,000$ per
calendar month.
At least 70,000$ per
calendar month.
Less than 50,000 per
calendar month.
Level of/ rate of
Customer retention Able to resolve the concerns of the customers with
Above 99% of
customer retention
and satisfaction
levels
More than 50% of
customer retention and
satisfaction levels
Less than 50% of
customer retention
and satisfaction
levels
Helping the peers or
assisting colleague in
improving the
customer service of
the bank
Able to answer colleagues’ questions and support them in their tasks
with
Over 98% peer
satisfaction level.
Over 50% peer
satisfaction level.
Less than 50% peer
satisfaction level.
Increasing the rate of
customer satisfaction
from the company
The percentage of feedbacks obtained in 360 degree evaluation
conducted in every 3 months
95% or above At least 50% or above Less than 50%
Identifying
accurately all the
customer related
issues and demands
The percentage of feedbacks obtained in 360 degree evaluation
conducted in every 3 months
95% or above At least 50% or above Less than 50%
Time taken to
successful complaint
handling
All lodged complaints are initially processed as well as
acknowledgment emails are sent within 24 hours.
80% to 99% of them At least 50% Less than 50%
Ability to handle
complaints
Able to handle customer complaints according to the policies with
over 99% of
manager’s
satisfaction
At least 70% of
manager’s satisfaction
Less than 70% of
manager’s
satisfaction
3. A) KPI for measuring performance related work goals

5PROFESSIONAL DEVELOPMENT
B) How you will maintain performance under varying conditions and contingencies.
Give specific examples.
Adaptability and responding to the change in workplace
a) Identifying and developing new skills for achieving and maintaining a competitive
edge
b) Assessing my personal skills and knowledge against the competency standards for
determining the needs for development and plans and priorities
c) Seeking feedback from the employees, colleagues and clients and then using them for
identifying and developing ways for improving the competence
d) Undertaking active participation in the process of networking for enhancing my skills,
personal knowledge as well as work relationships
C) How, given your own personal strengths and weaknesses, you will capitalize on or
minimize the effect of these personal traits in your work plans.
Strengths Weaknesses
a) Working experience
b) Strong technical knowledge on
software and hardware and computer
language and programming
c) Strong work ethics
d) Creativity
e) Optimism
f) High level of energy
g) Self-discipline
h) Good range of contacts
a) Weak skills of job hunting
b) Weak leadership skills
c) Poor interpersonal skills
d) Poor skill of team working
e) Shyness and emotional nature

6PROFESSIONAL DEVELOPMENT
i) Ability of interacting with the other
professional companies
Opportunities Threats
a) The field is particularly in a great
need of the set of skills present
within me
b) Great opportunities for advancement
and career development in banking
sector
c) Positive trends in the job position
d) Strong network
e) Opportunity of professional
development
a) Negative trends in the job position
that would diminish the jobs
b) Presence of competitors who have
better skills required for the job
position
c) Presence of competition from my
college graduates
d) Very limited advancement in the
field
e) Companies stopped hiring people
like my degree
4. Consider a range of activities to advance work goals. Priorities possible activities.
a) Increasing the customer contact
b) Attending the appropriate seminars
c) Reading the relevant materials
d) Keeping a journal
e) Taking on some job assignments and job rotation
f) Identifying and cultivating relationship with the role model or the mentor
g) Incorporating the activities into an ongoing working assignments
h) Receiving coaching from the skilled co-workers
i) Getting engaged in education, training and development

7PROFESSIONAL DEVELOPMENT
5. Assessing my personal knowledge and skills against the competency standards for
the position of customer service representative
The personal knowledge and skills that would require are:
a) Communication skills- Being a customer service representative, it is very important
for me to be able to communicate properly with wide range of individuals during my
work process in bank.
b) High level of Computer skills and data handling skills- I need to learn a wide range of
computer based tools of learning, which would comprise of the windows based
programs. As customer service representative, I need to be able to deliver the
company related service, materials and information to all the internal and external
people.
c) Ability of learning quickly- The working requirement of customer service
representative in a bank is very demanding and is constantly changing. It is very
important to be able to keep up with everything.
d) Ability of being organised- As a customer service representative, I need to be very
well organised.
The required competencies are:
A current Bachelorette degree in customer service. It would help me in knowing the
proper structure of the company as well as how I could do the same in proper manner. It is
very required for getting the position easily.
6. Personal development plan
Development needs for the forthcoming year for being an effective customer service
representative

8PROFESSIONAL DEVELOPMENT
Learning and
Development Need
Type of
development
Timescales Who is
responsible?
Further comments
Communication
capability
Soft Skills Next 3
months
Floor Manager
The company wants to
improve their customer
satisfaction and retention and
improving the soft skills of
the employees is essential for
solving issues faced by the
consumers. Different
consumers have different
accents and different pain
points. It is critical to identify
those paints so that the
company can capitalize on
these areas.
Knowledge on
company policies,
processes and
various market
instruments
Technical skills
development
End of July,
2019
Relationship
Manager
The customer service
representatives require
adequate knowledge on the
company policies and the
instruments so that they are
able to effectively guide the
consumers and resolve their
issues. Product Knowledge is
key to understanding the
product that is suitable for
addressing the consumer
needs.
Sales pitching Marketing skills End of June,
2019
Marketing
Manager
The organization wants to
increase their sales volumes
and customer service
representatives can pitch
different propositions for the
stressed consumers to direct
them towards achieving their
goals.
Software handling Technological
Skills
End of May,
2019
IT professional
The employees need to
acquire knowledge regarding
the use of the latest company
software for extracting
information on the
consumers and other
activities.
Consumer
personality analysis
Mentoring Next 2
months
Floor manager
The employees need to
develop skills to examine the
personality of the different
types of consumers.
Consumers have different
satisfaction points based on
their personality and this
training would facilitate in
improving consumer
satisfaction.

9PROFESSIONAL DEVELOPMENT
Bibliography:
Gabčanová, I., 2012. Human resources key performance indicators. Journal of
competitiveness.
Nikiforova, E.G., Palei, T.F., Palei, T. and Nikiforova, E., 2017. Portfolio Method Of
Selection The Adequate Kpi System For All Types Of Organizations. Astra Salvensis.
Obradovic, V., Bjelica, D., Petrovic, D., Mihic, M. and Todorovic, M., 2016. Whether we are
still immature to assess the environmental KPIs!. Procedia-Social and Behavioral
Sciences, 226, pp.132-139.
Personal, E., Guerrero, J.I., Garcia, A., Peña, M. and Leon, C., 2014. Key performance
indicators: A useful tool to assess Smart Grid goals. Energy, 76, pp.976-988.