Customer Service Assistant

These competencies describe the required behaviours and expectations for the position:

ORGANIZATIONAL COMPETENCIES

Customer Experience

Maintains clear communication. Identifies and refers to areas of mutual interest as a means of establishing positive and effective working relationships with customers and/or co-workers.

Initiative

Takes responsibility for own performance and takes action to meet goals set by others.     

Learning and Innovation

Challenges the status quo.  Further investigates situations by paying attention to the communication of others, asking questions and completing a thorough review of materials, to gain additional perspectives in learning.

Agility

Observes organizational needs and makes a commitment to meet its objectives. Accepts differences in alternative approaches and responds appropriately based on the organization’s best interest.

Solution Focus

Recognizes both the challenges and opportunities of a situation before resolving problems. Breaks problems into manageable parts and identifies the implications.

Teamwork and Partnership

Values others’ input, experience and expertise and contributes own point-of-view. Highly involved as a team member or partner.

JOB COMPETENCIES

Customer Business Sense

Seeks to understand and respond to customers’ immediate business needs. Appreciates how basic assistance can affect a customer’s business and begins to build relationships.

Delivering Service and Quality

Demonstrates heightened concern for service delivery and quality results.  Checks processes for acceptable deviations from established service standards to deliver on commitments.

Effective Communications

Pay attention to what others are saying by listening actively and attentively.  Remains calm and rational when challenged and is able to understand people's point of view and respond in a practical and professional manner.

Identifying, Planning and Executing

Determines the relative importance of needs. Prioritizes and sequences work and effectively changes direction when appropriate. Acts in a timely, thoughtful manner to ensure end results are achieved.

Knowledge Sourcing and Sharing

Values knowledge – Continual learner who is eager to learn. Aware of where to look or find help. Seeks out new sources of knowledge to enhance job performance. Advances personal job knowledge. Applies knowledge gained to carry out own work more effectively and efficiently.

Relationship Building

Maintains working relationships and contact with others to gather or provide information, or to advance the business relationship.