Reference no: EM133035196

Problem: Assume you are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company's main goals of improving customer service and providing an exceptional experience to all customers. Imagine the current employees' skills and knowledge, roles and responsibilities of Junior customer service officers are listed below in the table:

As there is a current 2 senior customer service positions are still vacant. Senior customer service officers' key responsibilities are listed below:

• Provide guidance to the customer service staff to ensure all customer needs are met. 
• Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes. 
• Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery. 
• Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service. 
• Assist with the development and implementation of the Customer Relationship Model.
• Actively participate in developing and implementing customer service systems which will improve the service delivery and enhance the image of ABC.
• Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation. 
• Provide frontline customer service including processing customer requests, receipting and switchboard operation. 
• Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems. 
• Monitor and maintain directories and databases 
• Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times. 
• Manage the roster system for all customer service staff. 
• To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.