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PORTFOLIO PRESENTATION

PRINCIPLES OF MANAGEMANT
Stage 2

THIS ASSESSMENT IS WORTH 12% OF THE COURSE

Student name:Student Number: | | Assessor name: | | Unit/s of competency and performance criteria: | | | | 2.1 | Recruit and induct employees within organisation's policies, practices and procedures | 2.2 | Implement plans for acquisition of physical resources and services within organisation's policies, practices and procedures and in consultation with relevant personnel | | Date of assessment: | Week 13 | Duration | 5 minutes | Total Grade | Student awarded: /36 Marks | Comments: | Candidate signature: | | Assessor signature: | |

Business Department:
Principles of Management

Presentation: 36 Marks (12%) 1. Scenario:

As an HR supervisor at Zain, you are required to present your operational plan to hire a call centre agent in a 5-minute presentation to your manager and colleagues. The following is a description of the job required:

ZAIN1136 - Contact Center Agent Business Unit: | Zain Kuwait | Division: | Customer Services | Location: | Kuwait - Kuwait City | Closing Date: | 31-Dec-2009 | | Basic Purpose:
She/he will be responsible to handle a high volume of inbound customer calls to service them with quality and resolve billing inquiries, explain products and services, trouble shoot service equipment issues. | Main Duties & Responsibilities: * Facilitate, solve, interact and provide a high level of customer service that would exceed customer expectations as well meeting the departmental goals. * Evaluate customer concerns and resolve problems towards customer satisfaction. * Greet customers in a courteous, friendly and professional manner. * Secure customer satisfaction in every interaction in a professional manner. * Stay updated on products, services, promotions, procedures and terminology for all ZAIN touch points and third party

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