Assignment

Job Analysis Of

Customer Service Executive

Submitted to:

Md. TanviNewaz, Course Instructor, BRAC University

Submitted by: Name Md. Saleh-Ibne-Rashid Priyanka Das Katha Nur-E-Alam Md. TanvirAhasan Rafi Uddin Sharik Sec: 02 Summer 2011 ID 09104117 09104033 09104149 09104092 09104040

Date of Submission: 6th June, 2011

Job Description

Job Identification Job Title: Customer Service Manager Name of Job Holder:Priyanka Das Katha Location: Dhaka, Bangladesh Job Purpose
To provide help and advice to customers using organization s products or services. To handle customer complaints or any major incidents and to communicate courteously with customers.

Department: Customer Service Grade: Date:

Reporting Relationships Reports Directly to: Reports Indirectly to: Chart:

Responsibilities y y y y y y Provide one-stop quality information Service over phone to ensure positive customer experience. Be updated with the Value Added Service/ Info service of Grameenphone Proactively aware/inform customers regarding our products/service Capture customer insights and escalate critical issues / complaints and provide timely feedback Maintain targeted KPI on a regular basis Show respect towards customers, colleagues and company by a smiling and positive impression

Dimensions Limits of jobholder s decision-making authority, direct supervision and budgetary limitations Standards of Performance Performance will be assessed on the following y Working Conditions

Key Relationships Internal y External y

Job Specification

Educational Qualification Undergraduate Level Student (0 to 90 Credits) or equivalent Technical Proficiency Basic computer literacy and knowledge in office applications Professional Experience

Human Attributes
y y y y

Effective communication skills Positive service mindset with helping attitude Ability to work under pressure Flexibility