Job/Task Analysis Develop a Job / Task

Job/Task Analysis

Develop a job / task analysis

An entry-level job in a customer service call center

It is important for any organization that is set up especially with the aim of offering services to the people to have a care center for the customer. This central point serves as the point of contact between the clients and the service provider (Freese, 2010). The company or organization needs to have a customer care center since; communication is a vital process and tool for business. Questions and issues that need clarification are always bound to arise within the process of doing business. This significant department is thus very useful in delivering this important service to customers.

Customer service for the company is an identifying factor. A company or an organization whose customer care is spectacularly unique, especially if the competitors of the organization are offering the same quality products and at an equal price, the kind of treatment that the customer receives is what will give the organization an identity (Freese, 2010). It serves to create the competitive advantage that is missing in such situations for the organization. Moreover, companies whose quality of the department is high end up receiving more publicity from its customers as word of mouth really spreads and sells very fast and effectively. An organization with a poor quality care will experience difficulties in re-establishing their business since first impressions are difficult to change.

It is for these significant reasons that the demand for people to serve in the customer care service is very high. The job allocation posts for this profession are very many and wide spread all over the nation, and the world at large as every institution and business venture as well as governmental organizations are in the forefront to achieving the best from their daily activities. The jobs are readily available for the taking for any individual who is qualified.

With the very many job opportunities available, it is important that the quality and qualifications of the individual be put into considerations. Thus the industry has somehow defined the objectives and expectations of the department (Freese, 2010). These objectives range from professional expectations and behavioral descriptions. The tasks of the customer care department and the personnel involve getting in touch with customers, and directly disseminating information to customers. The customer care will also receive complaints from customers.

Another task of the department is that of keeping records of the interactions between the customers and the institution in the course of doing business. The customer care records the details of the inquiries, protests and the remarks from customers and the actions taken in response. They also are charged with the duty of resolving customer billing issues by overseeing actions such as the actual delivery of the goods and services and the payments done and incase of adjustment of bills, they are responsible (Peppers & Rogers, 2004).

The customer care also has the duty to check and confirm that suitable changes are made in response to the problems and complains of the customer (Drucker, 2007). It is their duty to contact the customers in response to enquiries or in case of making notifications on changes from the company or a deviation from the initially agreed plans. The customer care also in case of situations that are beyond their scope, it is their duty to refer these cases to the designated branch for more investigation and resolution.

The behavioral skills expected of the individuals in the field include being patient. Customer service involves dealing with and meeting people as well as having to talk and respond to peoples complains or orders. In such processes, the possibility of experiencing disagreements is high hence with patience it becomes easy and effective.

In addition, expediency is also a key and important factor that is focused on. It is important for the person to have fast problem solving skills hence being able to take care of the customer's issues as they come. The whole department needs to be acquainted with the organizations policies and, also the areas of operation that can be automated should be done (Drucker, 2007). The department also requires assertive person. A person who when they state the stand and the decision of the company, they will stand and defend that point with all certainty. A person whose intelligence is easily swayed cannot make a good customer care service provider. Also, it is significant for the customer care to have commitment. The customer retaining ability of the institution depends on the quality of service and ability of the customer care to convince them that they offer the best quality products. They should also be self-motivated toward improvement and bettering of the company or institution.

The department needs persons that are feedback oriented. It is important to have a team that will make follow up on all the customers' service experiences (Peppers & Rogers, 2004). The comments that the customers will make are very key to what the company will receive as information in order to identify and establish its strong hold area and the weakness. This information is important in making and improving the services of the company in the future (Evenson, 2007). It is also important that the persons be attentive to the customers and shows them that they care. Another quality that should be observed is that of being cheerful at all times. When dealing with a distressed customer, the expressions we use a key to how the customer will feel. Thus with a cheerful face, the customer is easily calmed down and, also they feel that the atmosphere is conducive for understanding.