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Management Assignment Help
Task instructions:
The purpose of this assessment is to research and determine how a new Customer Service Assistants work is allocated and aligns to Sun Sea and Surf strategic directions and the customer service operational plans. This assessment is completed by learners working in pairs to understand & discuss the workplace scenario and then to answer a range of knowledge questions related to this subject.
In this scenario, you will team up with a fellow peer. You will analyze the information provided and work through the questions together. These questions are related to the process you would go through as a Customer Service Supervisor to clarify & set the expectations for your new employee customer service assistant. Make sure to keep in mind the perspectives of both the customer service assistant and the supervisor.
Q.1 Considering the perspectives of the Supervisor & Customer Service Assistant, consult the Job Analysis document and outline a work plan of the key tasks and resources required for the new employees opening shift?
Q.2 How does your customer service assistant work plan (Q1) fit or align with the operational plan of SSS? Provide an example
Q.3 From a cost-efficiency perspective, what would be two (2) advantages and two (2) disadvantages of allocating a task to a junior customer service assistant compared to a senior customer service assistant?
Q.4 Identify one (1) opportunity to maximize cost efficiency in the way the Customer Service Assistant tasks are allocated.
Q.5 Consulting the SSS Job Analysis & Code of Conduct documents provided, outline three (3) key performance standards for the customer service assistant role.
For each of the performance standards, provide an example of a performance that would:
EXCEED the agreed standard and
NOT MEET the agreed standard.
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