Job Analysis for Customer Service Representative at The Ultimate Travel

This presentation provides a job analysis for the position of Customer Service Representative at The Ultimate Travel, including a job description, person specification, job advertisement, and application form.

Managing people and
systems

TABLE OF CONTENTS
 Introduction
 Description of the business
 A Job description
 A person specification
 A job advertisement
 Application form
 Conclusion
 References

INTRODUCTION
 The main aim of the presentation is to determine and describe the
business to the new recruiters of the company.
 In this regards, the presentation will going to a detailed
evaluation of the business and will also going to include a job
description, person specification and job advertisement for the
company.
 The final part will include an application form and relevant
conclusion

DESCRIPTION OF THE BUSINESS
 Type of business – “The Ultimate travel” is engaged into the
travel and tourism business
 Location – London
 Number of employees – 25 employees
 Management structure – Hierarchical structure

A JOB DESCRIPTION
Company name – The Ultimate travel
Job title - Customer service representative
Main purpose and scope of the work - The main purpose of the job is to offer both inbound
as well as outbound sales along with support to the clients both internal and external.
Job location – Vanston Pl, London.
Position in organization – Customer service representative (middle level manager)
Report to – Senior manager
Responsibilities for – They are accountable to manage and monitor the work of customer
service agent as well as customer service officer as they will work under them and they are
the first one who meets the customers whenever any problem or issue is being raised.

CONTINUED…
Organization chart
Level management
Middle level management
Top level management
Regional
senior
Manager
Customer
service
representative
Customer
service agent
Customer
service officer

CONTINUED…
Budget responsibilities – The customer service representatives are not accountable for
managing any budgets as they are solely accountable for management of the services in
context of the customers. The budgets and all monetary relate aspects are being monitored
and managed by the accounts and human resource department of the company.
Duties and key responsibilities – Managing calls, Responding the queries and
complaints of the customers, Sell product & place customer orders, Clear daily email logs,
Research all billing & payment issues, Recommend process improvements, Liaise with
the various departments, Customer follow-ups and General administration.
General responsibilities – Commitment to equal opportunity, Maintaining cordial
environment, Adhering to the laws and rules, Maintaining punctuality, Extending support
to the company in odd times and Health and safety.

A PERSON SPECIFICATION
CRIETRIA ESSENTIAL DESIRABLE
Qualifications
 Strong information technology skills and
abilities such as W4W, Excel, Outlook
and PowerPoint
 A three years degree in management field
 A degree course of diploma in
SAP
 A diploma program in customer
relations
Skills or competencies
 Reckless as well as precise data entry
skills
 Outstanding phone manners
 Good competencies related to local
language
 Customer focus and attention
 Innovative, initiator and extrovert in
nature
 Have the ability to respond to the
customer enquiries and complaints
politely and calmly
 Listening skills
 Problem solving skills
 Strong verbal & written
communication skills
 Capability to manage the
complaints of the clients
 Performing work in team
effectively and cordially
 Being a self-driven as well as pro-
active

CONTINUED…
CRIETRIA ESSENTIAL DESIRABLE
Knowledge
 Emotional intelligence
 Patience
 Knowledge related to mathematics and
arithmetic
 Awareness about computers and
electronics
 Knowledge related to
communication and media
 Job requires creativity and
alternative thinking to develop
new ideas
Previous experience
 Handled the customer service
department of any other company for
more than 2 years
 Worked as a customer service agent or
officer at travel and tourism company
 Experience as a client service
representative in any other
company
 Having more than five years of
experience in the same industry
Experience required
 A minimum of 2 years of customer
service or call centre experience
 SAP experience
 Experience of working with
inbound and outbound calls in
the some other firm

CONTINUED…
CRIETRIA ESSENTIAL DESIRABLE
Special attributes
 Offering tailored solutions to the
customers
 A track record of successfully
resolving the customer’s issues
 A track record of writing
financial reports for the
company
Personal qualities
 Patience
 Active listening skills
 Good communication skills
 Problem solving skills
 Decision making skills
 Leadership skills
 Inter-personal skills
 Attentiveness
 Empathy

A JOB ADVERTISEMENT
Position – Customer service representative
We offer growth opportunities, flexibility and healthy working environment to our people.
Come and apply for the position to excel in this field and grow your career with us.
We are a growing travel and tourism service based company of London which is offering its
employees different perks such as paid vacation, corporate discounts, performance bonus,
sick leaves and insurance plans.
The company
The name of the company is “The Ultimate Travel” and is being famous of the great services
and care being provided to the clients and employees.
The firm is being engaged into business of offering different products and services
related to travel to the customers. They are offering travel services such as international tour,
visa, passport, domestic travel, vacations, holiday packages and foreign exchange to the
people of UK. They have their office in Vanston Pl, London

CONTINUED…
Our customers are mainly the business travellers, families and friends seeking for holiday packages.
We believe that customers are the main element our business and thus, we never forget that they have chosen us to spend their
leisure time us. Thus, company makes every efforts to make them feel contended through offering extra-ordinary services.
The position
We are looking for customer service representative. The pay range we are offering is €45,000 per year
 Other than this there are several benefits which are also offered to the customers such as paid vacation, corporate discounts
and performance bonus.
 We also offer sick leaves and insurance plans.
Requirements
 Strong information technology skills and abilities such as W4W, Excel, Outlook and PowerPoint
 A three years degree in management field
 A minimum of 2 years of customer service or call centre experience
 SAP experience
 Good communication skills
 Problem solving skills
 Decision making skills

CONTINUED…
Responsibilities - Managing calls, Responding the queries and complaints of the customers, Sell product & place customer
orders, Clear daily email logs, Research all billing & payment issues, Recommend process improvements, Liaise with the
various departments, Customer follow-ups and General administration.
The location
The company “The Ultimate Travel” is based on Vanston Pl, London United Kingdom. This is a great place to live as:
 It is one of the most diverse city across the world
 The most connect city with world class transport
 Availability of green space everywhere
Why you should apply?
You should apply for this particular job mainly for the four most important reasons:
 Reason – 1: The travel and tourism industries’ pay structure is quite good
 Reason – 2: Great benefits are being offered by the company such as paid vacation, corporate discounts, performance
bonus and many more.
 Reason – 3: The hours of working in the company is also very reasonable that is 10 AM to 6 PM.
 Reason – 4: There are different opportunities being offered by the company for career advancement such as on the job
training, apprenticeship and succession planning

AN APPLICATION FORM
Full name First: Middle: Last:
Date of Birth:
Current address:
Permanent address:
Email id:
Phone number
Position applied for: Customer service representative
How did the
applicant here about
the job position
Cover letter:
To,
Human resource manager
The Ultimate Travel
London, UK
I am writing this to express my interest on the specified job position being advertised recently. I am applying for the job role
of customer service representative. I have two years of experience of working as a customer service agent in a reputed
organisation related to travel and tourism. Please review my attached resume and application for additional details in relation
with my experience, knowledge and skills.
Thank you for your consideration!
Sincerely,

CONCLUSION
 From the above presentation, it can be concluded that job description, person
specification, application form and job advertisement are all part of job
analysis.
 Job analysis is being regarded as one of the primary tool for collecting
information concerning to job.
 Seeking help from the job description and personal specification both the
employer and the employee knows what things needs to be done and how to
be delivered
 All these elements are indispensable segment of job analysis

REFERENCES
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resource management practices, engagement and employee behaviour: a moderated mediation
model. The international journal of human resource management, 24(2), pp.330-351.
 Armstrong, M., 2018. Armstrong's handbook of strategic human resource management. Kogan
Page Publishers.
 Boxall, P. and Purcell, J., 2017. Strategy and human resource management. Palgrave
Macmillan.
 Bratton, J. and Gold, J., 2019. Human resource management: theory and practice. Palgrave
Macmillan.
 Guest, D.E., 2017. Human resource management and performance: still searching for some
answers. Human Resource Management Journal, 21(1), pp.3-13.
 Hong, E.N.C., Hao, L.Z., Kumar, R., Ramendran, C. and Kadiresan, V., 2016. An effectiveness
of human resource management practices on employee retention in institute of higher learning:
A regression analysis. International journal of business research and management, 3(2), pp.60-
79.

Thank you