CAMBRIAN COLLEGE

SUDBURY, ONTARIO

JOB ANALYSIS ASSIGNMENT PART 1

Name - Aakansha
Student ID - A00264377
Section - HRP7110-11797
Job title: Customer Service Representative
Location: Cambridge
Department: Sales
Reporting Relationship: Operation Manager

Job Summary:
The customer service representative’s role is to ensure that each and every customer is served
in a friendly, professional and timely manner. As a member of the sales team, you will be
required to truly embody and represent our culture and values by providing an exceptional
customer experience.

Job Duties:
● Provide high level of customer service, ensuring positive and professional
representation of the organization.
● Attending calls:
Picking up calls as soon as possible or in three rings.
● Scheduling deliveries and pickups
● Resolving customers concerns like exchange, returns and refunds of their products
● Providing the best solution, the customer
● Spending minimum time with each other customer
● Keeping a consistently positive, sympathetic, and professional attitude with customers
● Recognizing and addressing client complaints
● Understanding every detail about our items to respond to inquiries

Experience:
The candidate must have one year of experience in the field.

Skills/Abilities:
● Excellent verbal and written communication skills in English
● Knows how to deal with difficult or disconnected customers.
● Strong active listening
● Strong leadership and organizational skills
● Interpersonal and collaborative skills
Education:
High school diploma required

Working conditions:
● Multiple demands

Position Analysis Questionnaire(PAQ):

The most widely used quantitative job analysis tool is definitely the position analysis
questionnaire (PAQ), which uses a questionnaire to gather measurable information on the
tasks and responsibilities of distinct jobs. It is a systematic questionnaire that helps the user
undertake a quantified examination of a particular work. The user analyses background
material, observes the job, and performs in-depth interviews with job incumbents to identify
the job content before rating the degree to which each item on a standard list of PAQ job
aspects pertains to that specific employment. This completes a job analysis utilizing the PAQ.
The PAQ employs six different categories of rating scales: Usefulness, Relevance to This
Job, Time Commitment, Likelihood of Occurrence, Applicability, and Item-Specific Scales. 1

The Position Analysis Questionnaire (PAQ) tool was my choice because it made it simple to
evaluate a person for the needed position. I created a few questions that I sent to them, and I
examined the responses as a result. In addition, I conducted a brief interview to learn more,
trying to ask questions that would help me understand the role better.

Secondary Sources:
The research methodology used in this job description comprises of the use of secondary
sources such as research papers, reports, and web articles. The emphasis laid is slightly more
on the use of qualitative data than quantitative data. The use of books and online sources such
as e-books, articles on websites (like indeed), and e-journals is there.

1
https://www.erieri.com/paq
Bibliography
1. https://web.archive.org/web/20061007131458/http://esrccoi.group.shef.ac.uk/pdf/
whatis/job_analysis.pdf
2. https://web.archive.org/web/20061006092848/http://www.vtc-ted.org/documents/
JobScan.pdf
3. https://www.erieri.com/paq
4. https://ca.indeed.com/