Examination Serial GITJ02BSB20118CXEPAA

GOMEX INSTITUTE OF TECHNOLOGY

J02BSB20118 - CUSTOMER SERVICE REPRESENTATIVE (ADMIN ASST)
PERFORMANCE-BASED ASSESSMENT
Units of Competency:
1. BSBWOR0022A MANAGE PERSONAL STRESS IN THE WORKPLACE
2. BSBICT0012A COMMUNICATE ELECTRONICALLY
3. BSBBAD0372D MANAGE TIME
4. BSBCOR0382C DISPLAY HUMAN RELATIONS SKILLS
5. BPOCUS0012A DELIVER SERVICE TO CUSTOMERS
6. BPOCUS0032A PROCESS CUSTOMER COMPLAINTS/DISPUTES
7. BSBCOR0252C EXERCISE INITIATIVE IN A BUSINESS ENVIRONMENT
8. BSBBAD0412D PROMOTE PRODUCTS AND SERVICES
9. BSBCOR0122A COMMUNICATE IN THE WORKPLACE

Assessor: Jason Williams Date: October 14, 2023

Duration: 60 minutes

TRN: _______________________ Name: ______________________________________

GENERAL INSTRUCTIONS
1. Answer all questions.
2. You have SIXTY (60) minutes to complete this assessment.
3. Do individual work. And upload to tvetassessment.com – This instruction was sent to your
email.
4. This assessment consists of FIVE (5) pages, including the cover page.
5. There are a total of ONE HUNDRED and SIXTY (160) Marks on this asse ssment.
6. If you believe you are being treated unfairly during the assessment process, send an email to
assessment@gomex.edu.jm to have your issues resolved.
7. A score for this written assessment is FIFTY PERCENT (50%) to be deemed competent in
this assessment.
8. Direct all questions and queries to the assessor/invigilator.
9. This performance-based assessment forms part of successfully completing the cluster, there is
a written component to the assessment.
10. If you are not deemed competent in this sitting of the assessment, you are allowed to
participate in the re-assessment. You can do this by sending an email to
assessment@gomex.edu.jm.
11. This performance-based assessment is completed in partial fulfilment of the Job
Certification J02BSB20118 – Customer Service Representative (Admin Assist).
Resource Management.

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

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 Examination Serial GITJ02BSB20118CXEPAA

Scenario 01

The City of Jumanji is located in Southeastern Jamaica. The City of Jumanji over the years has
been receiving multiple complaints about the quality of service provided by the emergency
response team. To resolve the issue the City of Jumanji has created the Jumanji Emergency
Services (JES). The aims and objectives of the JES are to provide a centralized emergency
service to manage issues of Law Enforcement from the Municipal Police and the market
enforcement officers. The City of Jumanji is also responsible for ambulance services and fire
services including search and rescue.

On Friday, October 13, 2023, you are on duty at the 1200 hours to 2000 hours shift responsible
for customer service duty in the centralized contact centre at the City of Jumanji located in Room
10, 3rd Floor of the Mayor Building at 14 Jumanji Street, JM1200. You received an emergency
call from an elderly lady by the name of Miss Betty Browne who first asked that you explain to
her the purpose of the contact centre and other information such as what the opening hours are as
well as asking questions if your team members are trained. Miss Brown explained to you that
Banjo has been missing for the past TWO (2) days and she is worried sick as she cannot live
without Banjo. You explained to Miss Browne that she would be required to go to the City of
Jumanji Police Post located at 8 ½ Jumanji Crescent, JM1200. Miss Browne started yelling at
you and telling you that all your team are wasting taxpayers’ money and should be locked up for
occupational fraud. You managed to calm Miss Browne down and calmly asked her to describe
Banjo for you. She replied, “You idiot Banjo is my Golden Retriever who serves as my comfort
dog”. You assure her that your team will resolve her issue before transferring her to the Jumanji
Department of Public Welfare. The policy of the City of Jumanji contact centre is that an email
should be sent to records@jumnaji.gov.jm and copied to mayor@jumanji.gov.jm. Using the
attached rubric as a guide complete the following tasks in pairs as assigned by the assessor:

Task 01
1. BSBCOR0382C DISPLAY HUMAN RELATIONS SKILLS
2. BPOCUS0012A DELIVER SERVICE TO CUSTOMERS
3. BPOCUS0032A PROCESS CUSTOMER COMPLAINTS/DISPUTES
4. BSBBAD0412D PROMOTE PRODUCTS AND SERVICES

In your peers, carry out the role play as mentioned above and be sure to demonstrate.
1. Professionalism while interacting with a customer.
2. Process the customer complaint.
3. Display quality delivery of customer service.
4. Processing customer complaints/disputes.
5. Promote products and services.
6. Communicate in the workplace.
7. Display human relation skills.

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 Examination Serial GITJ02BSB20118CXEPAA

Task 02
1. BSBCOR0122A COMMUNICATE IN THE WORKPLACE
2. BSBICT0012A COMMUNICATE ELECTRONICALLY

Complete the email template below to comply with the City of Jumanji requirements for the
emailing of a summary of all cases that is deemed to be problematic. This role play you did in
Task 01 above was flagged by your supervisor for logging. USE the email tample below:

To:
CC
BCC
Subject

Task 03
1. BSBWOR0022A MANAGE PERSONAL STRESS IN THE WORKPLACE
2. BSBCOR0252C EXERCISE INITIATIVE IN A BUSINESS ENVIRONMENT

3. BSBBAD0372D MANAGE TIME

One of your co-workers Mr. Jessie Jones has been experience burn out on the job He explained
to you that time seems to be slipping through his fingers. He is unable to manage his time well
which is causing personal stress on the job. Perform a role play in which you exercise initiative
by providing Mr. Jones with some practical steps to manage his time and explaining to him how
he could reduce personal stress by using the Pomodoro Time Management Technique.

END OF ASSESSMENT
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 Examination Serial GITJ02BSB20118CXEPAA

Performance-Based Rubric
NO 1 2 3 4 5 ND
Task 01
1. Acknowledge and greet customer in a professional, courteous, and concise
manner according to organizational and legislative requirements
2. Communicate using appropriate interpersonal skills to facilitate accurate and
relevant exchange of information.
3. Maintain sensitivity to customer specific needs and any cultural, family, and
individual differences.
4. Establish rapport/relationship with customer and express a genuine interest in
customer needs/requirements.
5.
Use appropriate questioning and active listening to determine customer needs.
6. Provide customer with information about available options for meeting
customer needs and assist customer to identify preferred option/s.
7. Provide prompt customer service to meet identified needs according to
organizational requirements.
8. Support customers to contact other services according to organizational
policies and procedures.
9. The candidate communicates in a pleasant and effective manner and
recognize and react to non-verbal communication
10.
The candidate exercise tact and maintain objectivity under all circumstances.
11.
Promote goodwill and trust and exhibit reliability in all activities
12.
Provide correct information regarding the organization and its operations.
13.
Portray self-confidence, assertiveness, and practice honesty.
14. Display flexibility, positive attitudes and professionalism when executing
duties.
15. Process customer complaints using effective communication according to
organizational procedures established under organizational policies,
legislation, or codes of practice.
16. Analyze, explain, and negotiate appropriate options for resolution with
customer
17. Propose viable options in accordance with appropriate legislative requirements
and enterprise policies.
18. Ensure matters for which a solution cannot be negotiated are referred to
appropriate personnel.
19.
Recommend products and services in line with organizational requirements
20. Provide advice in a clear and verifiable manner, supported by evidence in
accordance with organizational requirements
Subtotal for Task 01 /100
Task 02
21. Present written information and ideas in clear and concise language to ensure
the intended meaning of correspondence is understood by the recipient.
22. Present written information that meets organizational standards of style,
format and accuracy.
23. Take into consideration cultural differences in all verbal and non-verbal
communication.
24. Theemail correctly addressed the issue and provided a brief summary of the
call.
25.
The appropriate email addresses were used to send the email.
26.
The email had an appropriate subject.
27.
The submission was free from grammatical errors.
Subtotal for Task 02 /35
Task 03
28. The candidate presented how the Pomodoro Preicnplae can assist with tie
management.
29. The candidate demonstrated active listening during conversation.

30. The candidate demonstrated an understanding of using own initiative in a

business environment.
31. The candidate explained the importance of managing personal stress in the
work environment.
32. The candidate linked time management o personal stress and provided a
solution to time management using the Pomodoro model.

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 Examination Serial GITJ02BSB20118CXEPAA

Subtotal for Task 03 /25

Assessment Summary
Task 01 /100
Task 02 /35
Task 03 /25
Total Marks Earned /160
Percentage
Assessor’s Feedback
Feedback

The candidate is [ ] Competent [ ] No yet Competent

To be Completed by Gomex Institute of Technology

Assessor/Verifier’s Comment:

Assessor’s Signature: _____________________________ Date: ________________________

Verifier’s signature: _______________ Date: __________________

I have reviewed the document and all totals indicated have been checked and are correct.

Reviewed by: ______________________ Date: __________________

(Assessment and Certification Officer)

Signature: _________________________

Rating Scale

ND – Candidate did not perform or demonstrate the task.

5. Can perform the task with initiative and adaptability to problem situations.
4. Can perform the task satisfactorily without assistance and/or supervision.
3. Can perform the task but requires periodic assistance and/or supervision.
2. Can perform limited parts of the tasks satisfactorily, requires considerable assistance.
1. Has not demonstrated sufficient evidence on which judgment can be made.

Level 1 Levels 2&3 Levels Letter GPA Scale Rating Certification Status
(%) (%) 4&5 (%) Grade

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 Examination Serial GITJ02BSB20118CXEPAA

75 - 100 80 - 100 85 - 100 A- to A+ 3.4 to 4.0 5 Competent/Mastery

60 – 74 65 – 79 75 – 84 B- to B+ 2.4 to 3.3 4 Competent
45 – 59 50 - 64 65 - 74 C- to C+ 1.4 to 2.3 3 Competent
30 – 44 35 - 49 45 - 64 D to D+ 1.0 – 1.3 2 Not Yet Competent
Below 30 Below 35 Below 45 E to F Below 1.0 1 Not Yet Competent

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