Tuesday, May 5, 2020

Job Description

Question: Write a report under distinct headings explaining the steps in the recruitment process for a specific job and providing relevant material at each stage (a job advert, a c.v. etc as stated below). Answer: Source of the Job Network rail has opened up a vacancy for the post of Customer service Assistant/Mobility assistance reception. The location of the job is London. The job is in the network operation department. Its a full time job and requires expert skills. Job Description The job requires assisting in the smooth day to day running of the busy train station. The selected person would be a friendly and informed representative of the Network rail and British railway. The person would be answerable to the customers for the accurate and timely information of all the rail services. The duty would be to ensure that the trains depart the citys station on time and with full safety. The responsibility to check the users are using the station safely or not. The person should know how to face challenging situations like when the customers become frustrated due to late trains. The person has to enthusiastic and responsible. The other requirements are speaking in English, experience to work in Customer service environment, confident, willing to work in shift patterns, uncertain hours, and in bank holidays too. CV John Albert 178 Maple St. Mobile: 0400 8990 909 Ja12@gmail.com Customer Service Rep with 3 years experience in call center Objective I am a polished and professional candidate with an excellent communication skills. I am seeking a position in the customer service department. I am a dedicated, patient, disciplined, and a friendly person who wants to use his skills and education to work with you in a techno-economic way. I assure you I have thrive to turn the situations and make it acceptable by everyone. I have a three years experience of providing customer support in a well-known call center environment. My job goal is to implement a strategic relationship by listening attentively, solving problems creatively, and use the diplomacy method to attain a win-win situation. Experience Worked as a Customer Service Representative in Samsung UK from January 2013 to December 2015. My role was to handle customer inquires, complaints, giving them information, and solving payment issues. Key Accomplishments: Managed a high-volume workload in a stressful and demanding environment. Resolved 430 queries in 3 days time with my consistency. Able to thrive win-win situation in a stressful environment and was lead go-to person. I have trained new employees the basics of customer service. Helped company attain a 100% customer service rate by providing extra time and efforts. Education Qualified high school exams in year 2011. Assessment Criteria The person should be an active and patient listener with excellent communication skills. The person should be polite, gentle, friendly, and non-aggressive person. He/should have the capability to handle many customers at a time with a smile and in an irritating and stressful environment. The person should have the capability to achieve a win-win situation by acting in a diplomatic and understanding way. The person should be present at all times and must be able to work in pressurized environment. Criteria Measures High- The person is confident while speaking and develops a win-win and impressive environment in a short time by providing compelling evidences of the way he/she works. The person addresses how he was successful in different stressful situations in his/her previous work environment. Medium The person in confident but still does not have high communication skills to back answer any kind of stressful situation or a tricky question. He/she does not have done much impressive work in the previous work environment. He/she was an average employee who performs the assigned duty and goes of home. No extra efforts were seen. Low The person sounds not much interested in getting a job. The person in not able to talk properly and fluently. The person does not show any evidence that he/she can work in a stressful environment. Sounds rude and impatient. Methods of assessment criteria Asking for the evidences and rewards he/she has gain in previous work environment. Proposing a stressful situation in front of the candidate and asking how he/she will tackle it. Like for example telling the train is late by 3 hours and still no information has been gathered for its arrival due to some technical problem. In such cases how he/she will handle the crowd. Assessing the persons patience and friendly level by talking in a rude, irritable and aggressive manner. Checking the etiquettes and manners used by him/her during the interview.

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