You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:

Roles and responsibilities

Current skills and knowledge

Junior customer service officers

· Ensuring customer satisfaction through reliable and timely customer service

· Receive and handle both initial and escalated consumer enquiries

· Manage client accounts and follow up with outstanding payments

· Liaise with stakeholders

· Excellent communication skills and committed to achieving customer service of the highest standard;

· Ability to relate and personalise responses for each consumer experience

· Proficient Microsoft Office skills

· Attention to detail & demonstrate active listening

· Experience in retail and welcome

Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:

· Provide guidance to the customer service staff to ensure all customer needs are met.all question need to solve and

Question 7 . Review and improve career development services, in consultation with HR officer (your assessor) this one is presentation. At least 5 PowerPoint slide