Premium Essay

Customer Service Agent

In: Business and Management

Submitted By nerdy20
Words 1930
Pages 8
| 2013 | | |

[Case ii: The Customer Service Agent] | |

Table of Contents

Introduction 2 Information collected from Day Diary 2 Additional information required 5 Job Description 7 Conclusion 9

Case 2: Customer Service Agent
Introduction
Bill Ryan is a customer service agent for an online marketplace owned by EBay, Half .com. It allows for buyers to sell a vast range of products to potential buyers. Al though the concept of Half .com might seem to resemble that of EBay, it is not the same.
On Half.com products have fixed prices and buyers and sellers don’t interact directly since, the design of the website is quite self-explanatory with help pages that assist both the buyers and the sellers using the online marketplace. However, sometimes things may go wrong as in any virtual market place due to lack of direct contact between the buyer and seller. This is where the customer service agents play an important role in helping both buyers and sellers trade efficiently and improve their user experience.
The day diary provides for some information about a typical day of a customer service agent at Half.com. Although it doesn’t provide for sufficient information to develop a job description, it does highlight some key responsibilities and duties attached to the job.
Information collected from the Day diary
The day diaries provide for a lot of useful information that can be included in a job description as it outlines the knowledge, skills and abilities that customer service agents need to perform tasks efficiently and also, the most important tasks and responsibilities. The following information from the case can be useful when developing a job description:
Repetitive tasks the case highlights how the customer service agents have to perform repetitive tasks that is answer emails from buyers which are usually related to transactions. Thus,

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