Customer Service Assistant Job Application Pack: A Complete Guide

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Portfolio
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Table of Contents
Job application pack........................................................................................................................3
Job description for Customer Service Assistant profile..............................................................3
Interview questions for the profile customer service assistance..................................................5
Interview proceedings on norms of the selection of candidate....................................................5
Justifies reason for selecting the candidate..................................................................................6
Job Offer letter.............................................................................................................................8
References......................................................................................................................................10
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Job application pack
Job description for Customer Service Assistant profile
The profile of Customer Service Assistant works as the name it had given the major role of
customer service assistant is to ensure the problems of the respective customers. As they have to
solve the issues and challenges which are facing by the consumers. The Customer service
assistant can contact to the customers via the medium of face to face communication or via
telecommunication which majorly includes voice and non-voice communication.
The role of customer service assistant in ALDI includes the various tasks such as: answering the
customer enquiries, resolve the solution of complaints calls, passing the calls to the appropriate
or suitable department, helping and provide information regarding customer issues. Taking
orders from the wholesaler and sell the product accordingly. Customer service assistant must
have patience behaviour towards and calmly understand the questions correctly. Welcome every
customer on call and assist them properly. Always give priority to the customer first and be
responsible for their duties (Sanghavi and Schwerdtfeger, 2017).
The platform refers towards the communication through phone however non-voice method refers
to communicating with the customers via the services of email or chat. This job description
mostly requires having the ability to effective communication skills.
Responsibilities of Customer Service Assistant
 They need to solve the issues of customers or have to pass them to the right authority.
 Need to understand and resolve the queries of customers.
 They also make marketing and sell product or services.
 Arrangement of services for customers like effective listening and proper resolution.
 According to the resolutions of the issues like if require provide refunds.
 While communication with customer's management of records for further use.
 Acceptance of payment from the customers via different payment modes.
 Ensures to provide the best experience to the customers.
 They have been an active and good listener (Beaver, et. al., 2017).
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 Needs to be focused and punctual towards the job.
 Follow all the policies and regulations implemented by the company.
 Individual must have patience and never raise voice against the customer
 The complete conversation with the customer in a polite manner
 If the customer does not satisfy with the suggestions, pass the call to the respective
department
 The detail of the customer must be confidential
Requirements
 Needs to have good written and speaking communication skills.
 Responsible and focused towards the job and also have the knowledge to manage the
cash and digital transactions.
 Requires having the ability to be polite while speaking to the annoyed customers.
 Have to be flexible to be mould as per the requirements of the company.
 Needs to have the prefer knowledge about the job description.
 Requires having the potential and interest to resolve the issues of customers.
 As the profile requires talking to different people thus, this is most necessary that the
candidate should like to talk in a sensible manner (Spreer and Rauschnabel, 2016).
 They have to tolerate different situations and customers as well so this is most necessary
for the candidates to have the ability of excellent convincing power.
 Effective decision making and problem-solving capabilities.
 They need to have confidence and positive willingness approaches while talking to the
customers.
 Candidate must be punctual towards the working hours
 Flexible candidate required who can manage and mould itself against different situations
Customer service assistant abilities and competencies
 Needs to be conflict solving, assertive and polite to the customers.
 Passionate towards the work, helping in nature and soft-spoken.
 Proficiency, graceful speaker and effective decision maker.
 Needs to have proper and effective communication skills (Cui, et. al., 2017).
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Interview questions for the profile customer service assistance
1. What do you understand by the profile customer service assistant?
2. Have you ever experienced any customer’s service? If yes, what was your experience?
3. Why do you want to be in the specific profile?
4. What are your strength and weakness?
5. What do you know about the company and why do you want to be in this organization.
6. Why do you think that you will be the perfect candidate to fulfil the job profile? Tell me
any five positive qualities of yours.
7. How will you deal with an unreasonable customer? How will you handle the situation,
and what will you do to make him calm.
8. What challenges you can presume while doing the job as a customer service assistant.
9. What is your perception of working with a team or collaboratively with other customer's
service assistance?
10. What step will be taken by you if you will not have any idea to resolve the query of the
customer?
Interview proceedings on norms of the selection of candidate
 Communication skills and thought process.
 Education and knowledge capabilities.
 Experience and knowledge about the same field.
 Knowledge about the company and its working.
 Professionalism and a positive attitude.
 Mental strength and convincing power.
 Concentration and willing power to get the job.
 The stability and future expectation of the candidate.
 Age and attitude benchmarks.
 Perception of the candidate towards job profile.
The further processing will include the interview segment of the candidates. There will be the
proceeding about the determination of applicable candidate as per the discussion which has been
done in the interview round. The specific tabular documentation will give concise information
about five candidates.
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Candidate selection
norms
Communication
skills, knowledge
about the field and
qualification.
Company
knowledge,
convincing power
and decision making
skills
Age and attitude,
mental strength and
politeness
Candidate 1 Yes No No
Candidate 2 No No Yes
Candidate 3 Yes Yes Yes
Candidate 4 No Yes Yes
Candidate 5 Yes Yes Yes
The above table had provided concise information about the information of 5 candidates as per
the interview consideration. The points will give information about the relevant and appropriate
needs of the company to hire a specific candidate for the profile. The summary of the interview
given by candidates is driven in the notes but the last decision depends on the interview board as
they have the authority to select the suitable and justifies candidate (Brown, 2015).
Justifies reason for selecting the candidate
The candidate 3 & 5 will be selected as both of the candidates had matched the skills and
requirements of the company. The interview had described a lot about the candidates and that
will be discussed in the further description. As there will be analysis for selecting the candidate ,
3 & 5 for the post of customer service assistant.
Communication skills, knowledge about the field and qualification
 The candidate has effective knowledge of verbal and nonverbal communication skills.
 Both of the candidates have the knowledge about the field and they showed the potential
to grab the profile.
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 Candidate must qualify graduation and having 2-3 year experience in the customer
service department
 The candidate must have the ability to work under pressure
 Candidate must have basic computer knowledge
 The candidates had the qualification abilities which are required to fulfil the post.
Company knowledge, convincing power and decision making skills
 The candidates had great knowledge about the company apart from that the candidates
had shared some of their good and bad experiences while getting the customer assistance.
 Both of the candidates have effective communication skills and also makes a strong
decision in a relevant situation which can help them to convince the annoyed and
disgrace customers (Souri, et. al., 2019).
 There could be hard and unwanted conditions in those conditions both of the candidates
have the ability to make some effective and impactful decisions.
 The candidate has some basic knowledge regarding company policies, rules and
regulation such as working hours; workplace bullying and harassment will not be
acceptable
 If the candidate has strong logical or situations skills, it will enhance the chances of
selection
These are the specific abilities and skills which makes the candidate more suitable for the profile.
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Job Offer letter
Name …
Addresses…
Date…
Dear Applicant,
We are pleased to confirm you that you are selected for the designation Customer Service
Assistant in ALDI.
Job duties and responsibilities
You are attending calls regarding the enquiry, complaints about the products and services of
ALDI, and if it is necessary, passing the calls to the respective departments. Solve customer
issues or problems; provide additional information regarding new product and services.
Contract includes
Reporting: You will be reporting to the Manager of the Customer service.
Salary: £9 per hour
Working hours: Your working hours from 10 AM to 7 PM
Vacations: As per the norms of ALDI, you will be eligible for the vacation every year.
Reimbursement and benefits: For your position, the compensation and benefits are health
insurance, accommodation facility, lunch, group insurance etc.
We are delighted to send you this offer letter for the acceptance and signed from you in respect
of your joining date from 10th July 2019.
We are looking forward to joining ALDI in respect of working with the most enthusiastic
employees.
Sincerely,
HR Manager
ALDI
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References
 Sanghavi, M.K. and Schwerdtfeger, J.P., Apple Inc, 2017. Virtual assistant aided
communication with 3rd party service in a communication session. U.S. Patent
9,578,173.
 Beaver, I., Brown, F.A. and Freeman, C., Next IT Corp, 2017. Virtual assistant
escalation. U.S. Patent Application 15/465,412.
 Spreer, P. and Rauschnabel, P.A., 2016. Selling with technology: understanding the
resistance to mobile sales assistant use in retailing. Journal of Personal Selling & Sales
Management, 36(3), pp.240-263.
 Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. and Zhou, M., 2017. Superagent: A
customer service chatbot for e-commerce websites. Proceedings of ACL 2017, System
Demonstrations, pp.97-102.
 Brown, F.A. and Miller, T.M., Next IT Corp, 2015. Virtual assistant conversations. U.S.
Patent Application 14/293,673.
 Souri, A., Rahmani, A.M., Navimipour, N.J. and Rezaei, R., 2019. Formal modeling and
verification of a service composition approach in the social customer relationship
management system. Information Technology & People.
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