Report on Customer Service Executive: Job Analysis and Self-Assessment

This report provides a comprehensive analysis of the Customer Service Executive role. It begins with an introduction that highlights the importance of career development and the role's significance. The main body of the report includes a detailed job specification outlining the company, job role, department, salary, job type, location, and responsibilities. It also features a job description that defines the job title, department, reporting structure, purpose, key work areas, and responsibilities. The report further includes a self-assessment of the job description and specification, acknowledging the complexities of the role, the required skills (communication, interpersonal, and stress management), and the importance of listening and rapid response capabilities. A reflection section provides insights gained from interacting with a Customer Service Executive, emphasizing the challenges and rewards of the role. The report concludes by reiterating the importance of choosing a suitable career path and the role of job descriptions and specifications in attracting qualified candidates. References to relevant books and journals are also provided.

Attracting and
Retaining People

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Job Specification.........................................................................................................................1
Job Description............................................................................................................................2
Self assessment of your JD and JS..............................................................................................3
Reflections of this journey..........................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Developing a career in the desired field of work is the primary aim of any individual.
Every person has a number of alternatives out of which they can choose the most relevant one in
accordance with their interest and educational qualifications. The role of a customer service
executive is complex as these personnel have to deal with a large number of people on a daily
basis. The present assignment takes into consideration the post of Customer Service Executive
within a reputed company. It consists of Job Description, Job Specification, self assessment of
JD & JS and reflection upon the overall journey.
MAIN BODY
Job Specification
Job Specification
Company: XYZ
Job Role: Customer Service Executive
Department: Customer Service
Salary: Negotiable
Job type: Full Time
Location: ABC
Job Specifications:
 To encourage and motivate the manpower to develop high level of group bonding and
attaining and keeping the high level of team dynamics and invocations.
 Solving, directing and responding to customer problems , issues and other grievances.
 Assimilate efficient processing of customers quotations and also focus on orders
confirmations.
 To ensure full execution and better performance of services provided to customers
inside the organisational premises.
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Responsibilities:
 Providing timely and accurate response to customer and clients queries and other
complaints.
 To maintain a positive, optimistic and professional behaviour towards its current as well
as future customers.
 To maintain proper timely records of customer requirements and needs, about their
interactions and number and detail of transactions made.
 To enhance the monitoring and controlling procedures to achieve the possible level of
cost effectiveness.
Interested candidates can share their CVs at [e-mail] or contact on Mobile
Number 00441611.
Thanks and Regards
MR. DEF
Human Resource Manager (XYZ)
ABC
+00441161
Job Description
Job Description
Job title Customer Service Executive
Department Customer Service
Reporting to Customer Service Manager
Purpose of Job To communicate with customers on a daily basis in order to solve their
queries and complaints as and when they occur.
Key Work  To provide customers with information about the products and
services offered by company.
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 To maintain updated knowledge base of company's product
pricing, local rivalry and other essential details.
 To carry out formal interaction with clients and resolve their
queries.
 To call, mail or meet clients and listen to their queries to
address them in an appropriate manner.
 To motivate the other members of customer service staff to
develop healthy and positive relationship with customers
 To execute the most effective customer addressal techniques
and approaches so that they can be content with the services
availed from company
Responsibilities  To render accurate and timely response to clients so as to
address their queries in an appropriate manner.
 To maintain a professional conduct while communicating with
clients on a regular basis.
 To develop detailed records of the needs and wants of
customers and provide this information to the company so that
customer complaints can be addressed and they can derive
satisfaction from the services availed.
 To inflate the control and monitoring systems so that cost
effectiveness can be attained by organisation.
Self assessment of your JD and JS
Drawing from the assessment of Job Description and Job Specification, it can be analysed
that the role of customer service executive is a complex task. This is so because they have to deal
with a large number of clients on a daily basis. This turns the duties and responsibilities of
customer service executive into a tough task. They have to undergo communication with people
of diverse set of attitudes and behaviours. The people undergoing this role play a crucial role in
providing an interface between customers and the company. In this regard, the companies who
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need a candidate for this position require a person with effective communications skills,
interpersonal skills and possess the ability to handle mental stress well. Further, it has been
acknowledged that good listening skills and ability to think and respond at a rapid pace is
essential to perform the responsibilities linked to the designation. The candidate should have a
clear and pleasant speaking voice and possess fluency in spoken as well as written English.
Almost each and every business sector require personnel for this designation as they are the ones
who deal with queries as well as complaints of clients and communicate the same to the
respective corporation so that they can take actions regarding it. They ensure that customers do
not end up getting dissatisfied with the products and services offered by entity and as a result,
shift to other brands.
Reflections of this journey
I interacted with one of my friends who works as a Customer Service Executive at a
reputed and well renowned company. While having a conversation with him, I gained knowledge
about a number of aspect associated with this job role. Drawing upon his response to the
interview transcript, I acknowledged that Customer Service Executive is a tedious yet interesting
task. I analysed that the personnel who work at this post get to communicate with several people
within a single day. The biggest challenge that they have to face is dealing with the queries and
complaints put forward by the clients and responding to them within a timely manner so that they
are satisfied with Customer Service offered by company. I also recollect that he told me about
their duty involves a lot of mental stress as the attitude and behaviour of customers may
sometimes not be favourable due to the dis-satisfactory services received from the organisation.
CONCLUSION
From the above stipulated discussion, it can be said that opting a suitable career is the key
aim of an individual in life in order to carry out lifelong learning and achieve professional
development. Further, it can be analysed that Job Description and Job Specification are two
techniques that are used by any company with a view to call for the most suitable and qualified
candidates for the vacant post.
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REFERENCES
Books and Journals
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exercise (pp. 472-483). Routledge.
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framework and the social cognitive career theory to build a research team. Postgraduate
Education in Higher Education, pp.557-570.
Neelankavil, J. P. 2015. Primary Data Collection: Exploratory Research. In International
Business Research(pp. 122-145). Routledge.
Thomas, P. and Welsh, R. 2018. Recommendations for a common data collection system and
definitions [SaferAfrica D4. 2].
Powilleit, S., Hand Held Products Inc. 2015. Data collection module and system. U.S. Patent
9,058,526.
Bacharova, L. 2018. What research topic is the “hot” research topic?. Heart, Vessels and
Transplantation. 2(1). pp.2-4.
Atak, M., Atik, İ. and Ceylan, İ. 2016. A research on the effect of career and job getting
perception on learning motivation and career development efforts. International Journal
of Educational Researchers. 7(1). pp.1-16.
Hess, N. and Jepsen, D. M. 2017. The black box of voluntary career change: A systematic
review and research agenda. In Academy of Management Proceedings (Vol. 2017. No.
1, p. 15363). Briarcliff Manor, NY 10510: Academy of Management.
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