Higher College of Technology Wk 4 Customer Service Representative Interview Questions I have upload file named “Week 4 Project HR”. Solve it what’s given i

Higher College of Technology Wk 4 Customer Service Representative Interview Questions I have upload file named “Week 4 Project HR”. Solve it what’s given inside.*** Attachment has been uploaded named “Week 4 Project HR”. Week 4 and 5 Workterm Project
You are a new HR assistant in Recruitment at Ooredoo and have been asked by a recruiter to
assist in the hiring of 10 Customer Service Representatives to work at the call centre in Doha
Qatar. You have been given the job description and specification at the end of this document.
The recruiter asks you to create a job posting, screen the applications and prepared interview
questions for the screened-in candidates.
Part 1 Requirements
1.
2.
3.
4.
5.
6.
Develop four (4) questions you would ask the Recruiter to get you started.
Write the job posting.
State where you would post the job.
Describe how you would pre-screen applications.
Develop six (6) pre-screening questions.
For the candidates you have screened in, develop 10 interview questions.
Part 2 Requirements
Take the Administrative Human Resources course through CNAQ’s LinkedIn Learning account. Go to the
Library website, on the left-hand side click on Online Resources, then on the righthand side click on
LinkedIn Learning.
Search for the course.
Email me your certificate showing you have completed the course.
Job Description and Specification
JD&S Number:
Job Title:
Date:
Department:
Job Family:
Development Phase:
CS1234
Customer Service Representative
May 21, 2020
Call Centre
Agent
Phase I
Nature of the Work and Primary Purpose
Working under the direction of the Call Center Team leader and Call Center Manager, the Customer Service
Representative interacts with customers and the public to provide information in response to inquiries about
products and services. The CS representative also handles and resolves complaints. There is a high
volume of work, and the position requires handling of confidential information. Peak periods can result due
to a high volume of work. The CS representative must have the ability to ensure all deadlines are met on
time, work as a strong team member to provide assistance as required, and initiate discussion and problem
solving solutions to resolve issues. He or she must be able to prioritize workload with minimal direction, be
detailed oriented and provide superior customer service.
Tasks and Duties and Responsibilities
Confer with customers and the public by telephone, chat or in person to provide information about
products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers’ problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or
comments, as well as actions taken.
Resolve customers’ service or billing complaints by performing activities such as exchanging
merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned
adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
Obtain and examine all relevant information to assess validity of complaints and to determine possible
causes.
Compare disputed merchandise with original requisitions and information from invoices and prepare
invoices for returned goods.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures
to prevent future problems.
Other duties as assigned.
Knowledge Skills and Abilities
Customer and Personal Service — Knowledge of principles and processes for providing customer and
personal services. This includes customer needs assessment, meeting quality standards for services, and
evaluation of customer satisfaction.
English Language — Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
Clerical — Knowledge of administrative and clerical procedures and systems such as word processing,
managing files and records.
Active Listening — Giving full attention to what other people are saying, taking time to understand the
points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking — Talking to others to convey information effectively.
Service Orientation — Actively looking for ways to help people.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative
solutions, conclusions or approaches to problems.
Persuasion — Persuading others to change their minds or behavior.
Active Learning — Understanding the implications of new information for both current and future problemsolving and decision-making.
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make
improvements or take corrective action.
Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.
Time Management — Managing one’s own time.
Oral Comprehension — The ability to listen to and understand information and ideas presented through
spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will
understand.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong.
Qualifications/Expertise Required
Secondary education.
One year experience in a service role with the public,
Strong computer skills with MS Office Applications desirable.
Demonstrated ability to develop and provide excellent customer service and maintain effective working
relationships.
Possess enthusiasm and initiative to work independently.
Strong understanding of the Ooredoo’s policies, processes and procedures is an asset.
Staff Member:
Date (yy-mm-dd):
Team Leader/Supervisor:
Date (yy-mm-dd):
Director (optional):
Date (yy-mm-dd):

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