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 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?
Competency Based Interview Questions3
Action Oriented - Contributing independently
Tell me about a time you were the first person to take action on something.
- 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?
Action Oriented - Contributing independently
Describe a time when you seized an opportunity and moved forward with it yourself.
- 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?
Action Oriented - Contributing independently
Explain what you did when faced with a difficult and urgent 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?
Action Oriented - Contributing independently
Tell me about a situation that required an enormous amount of energy and effort to meet a deadline.
- 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?
Action Oriented - Contributing independently
Tell me about a time when you acted too hastily and had to deal with the consequences.
- 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 Questions4
Manages Complexity - Contributing dependently
Tell me about a time you used a process or procedure to solve a 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?
Manages Complexity - Contributing dependently
Tell me about a time when your chosen solution didnât work, and you had to rethink the problem from scratch.
- 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?
Manages Complexity - Contributing dependently
Describe a time you were faced with a complex problem and had to get to the essence in a short time period.
- 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?
Manages Complexity - Contributing dependently
Tell me about a time you incorporated information from multiple angles to get the full picture of a 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?
Manages Complexity - Contributing dependently
Describe a time you faced conflicting data about a problem and you werenât sure how to approach 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?
Biatorbágy, HU, 2051
