Customer Service Employee
Role Summary
Job Responsibilities
Customer Relationship Development / Prospecting
Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
Customer Needs Clarification
Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
Product/Service Information
Provide advanced product/service information and respond to basic customer questions about the product/service.
Customer Order Processing
Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
Resolving Customer Issues
Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
Renewals
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Customer Relationship Management (CRM) Data
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
Operational Compliance
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Competency Based Interview Questions1
Customer Focus - Contributing independently
Tell me about a time when you almost lost a customer and had to turn the situation around.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Customer Focus - Contributing independently
Tell me about a time when you went the extra mile for a challenging customer.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Customer Focus - Contributing independently
Tell me about a time you were confronted with an internal or external customer problem.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Customer Focus - Contributing independently
Tell me about a time when you changed your approach to customers based on their input.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Customer Focus - Contributing independently
Describe a time you obtained up-to-date information from a customer, and what you did with it.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Competency Based Interview Questions2
Communicates Effectively - Contributing independently
Tell me about a time when you had to communicate something important to someone who did not understand your industry or functionâs language very well.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Communicates Effectively - Contributing independently
Describe the best presentation youâve ever given.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Communicates Effectively - Contributing independently
Tell me about a time when others were missing the key points in a discussion and you helped get things back on track.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Communicates Effectively - Contributing independently
Tell me about a time during a meeting when hearing someone else's opinion altered your view of the situation.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Communicates Effectively - Contributing independently
Describe a time you had to convey a message both thoroughly and concisely.
- Actions - How did you approach it?
- Thinking - Why did you approach it that way?
- Outcome - What was the result?
- Learnings - What did you take away from this?
- Application - When did you use what you learned in a different situation?
Biatorbágy, HU, 2051
