A. Using the information in the attached Job Description: Which Selection method you think is most suitable to select a good Customer Service Officer for employment in the Company and Why? (Marks 6) JOB Suitable SELECTION Why the method is method suitable Customer Service Officer Admin staff in customer service department B. Use the information in the job description to select appropriate Training methods for Any two skills listed in the job description. Indicate why your choice it is appropriate (Marks 6) Skill Suggested method Training Why the method is suitable to train for this skill C. Who should be responsible for the selection and evaluation of the performance of the Customer HR manager, the supervisor of the employees or both? Indicate why (4 Marks) Function HRM Department Supervisor Selection Evaluation Performance of Job Description Customer Service Officer. Job Summary A customer service officer provides product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Tasks and Responsibilities: Managing incoming calls and customer service inquiries . Identifying and assessing customers' needs to achieve satisfaction Manage large amounts of incoming enquiries and provide accurate, valid and complete information by using the right methods/tools . Attracts potential customers by creatively answering customer questions, suggesting information about the company products and services. Build sustainable relationships and trust with customer accounts through open and interactive communication . Maintains customer records and continually update customer information. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Follow communication procedures, guidelines and policies Recommends potential customers to management by collecting customer information and analysing customer needs. Coordinate with all departments to resolve emergent customer problems and ensure the availability of accurate and timely information for customers. Experience and Qualifications required A BSc degree is acceptable. Customer service experience and Market knowledge Key skills required Excellent communication skills Conflict resolution skills. Active listening skills Excellent interpersonal skills Problem solving skills Presentation skills Multitasking and organization skills Time management skills