Introduction

Customer satisfaction has become the major concern for the success of the business and maintenance of the competitive advantage. To enhance customer satisfaction the employees of an organization must be well trained and must possess the required skills and competencies for performing the expected job roles (Gan & Yusof, 2019).  The further paragraphs will reflect the importance of training and the performance indicators of customer service executive.

Answer 1

Training is described as the opportunity to enhance the knowledge base and helps the employees in improvising productivity and gaining satisfaction. It focuses on addressing the weakness and converting them into an opportunity for employees. There are various areas of training which include training for specific skills, human relations, managerial and supervisory skills, problem-solving, company policies and procedures, and apprentice training. The training is important in the workplace because it aids in improving the productivity of the company and enhancing the reputation of the company. It drives innovation in the company and develops strategies to reduce employee turnover (Khan, 2012).  

 The customer service executive was given training at the telecom service provider. He has the motive of becoming a customer service manager and attends the training program for the development of competency and skills.  The training was given in the area of human relationships and on the development of special skills that will emphasize on developing good relations with the team members and develop the effective communication skills to reduce the averaged resolution time and increase the net promoter score (Sharma, Garg & Mittal, 2016).

The training was informative and allowed the executive in developing the skills that will help in advancing the career and performing higher job roles. He learned new ways to entertain the problems of the customer and deliver maximum satisfaction. The executive also learned the skills for developing empathy and able to develop good relations with the employees to create a positive organizational culture and retain the best members of the customers’ service team (Glukhov, Ilin, & Levina, 2015).

The training material was sufficient to gain theoretical knowledge and learn new ways but it did not encounter the practical experience and the tactics to increase the satisfaction level of customers. It did not address the training of maintaining customer records and a higher level of data accuracy.

The methods of training used were coaching and mentoring from experienced professionals and also include classroom lectures. It involved formal training program given by the experienced managers and also includes group discussion and tutorial for in-depth understanding and converting the training into an informative one. The criteria of group discussion were to enhance the confidence of the executive and provided tutorials for retaining more knowledge in them (Glukhov, Ilin, & Levina, 2015).

Answer 2:

Job Indicator of Customer Care Executive 

A key performance indicator is considered as a measurable tool that is used to evaluate the performance of individuals, teams and the entire business. The key job indicators that help in determining the performance of customer care executive are mentioned below:

Customer Satisfaction Score	It indicates the level of satisfaction customers derived from service.
Net Promoter Score	It indicates the number of customers satisfied with the service to recommend it to relatives and friends.
Employee Retention	This job indicator describes the degree of happiness feels by employees in working in the company. It reflects the performance of the customer care executive.
Customer Retention	It describes the number of customers retained through the efficient delivery of customer care service.
Average Resolution Time	It highlights the average time taken for resolving customer issues. Low-resolution time describes the efficiency of performance by customer care executive (Rahman, Taghizadeh, Ramayah & Ahmad, 2015).

The job roles and responsibilities of the customer care team 

Customer Care Executive:

The job role of the customer care executive includes a professional approach in describing information about product and service and taking the input of issues faced by customers and their redressal. It also includes maintaining records of transactions and taking timely follow-up. It must perform the function of escalating the unsolved queries and ensuring redressal of it (Chong 2016).

Executive Manager:

The role of an executive manager is to ensure that customers are satisfied and motivating the customers’ service team. It performs the role of developing policies and designing loyalty programs for effective customer service (Shaukat, Yousaf & Sanders, 2017).

Customer Representative:

The main role of the customer representative includes opening of customer account and maintain the customer account through regular updates. It prepares the product and service and solves queries of customers.

HR Representative:

The main role of the HR representative is to recruit and hire the best employees and manage the administration process of the company. It also ensures compliance with the ever-changing environment and provides job details (Shaukat, Yousaf & Sanders, 2017).

The perspective of three individuals 

In accordance with the customer representative, the customer care executive must have empathy and patience. The executive must build a transparent relation with the team members and must have the confidence to communicate and listen to all members and customers.

In accordance with an HR representative, the customer care executive must have good employee traits and must be highly conscientious. They must have the ability to naturally solve the problem and persuade the customers towards product and service (Noe, Hollenbeck, Gerhart & Wright, 2017). 

In accordance with the executive manager, the customer care executive must have superior communication skills and must effectively manage time with customers. The executive must be patient and have the capability of self-control.  

Evaluation

It is analyzed that for the successful performance of the customer support team, it is imperative to evaluate the competencies of the customer care executive and recruit the most desired candidate for the particular position. It is evaluated that the executive must possess the above-mentioned skills and competencies for performing the expected job role and delivering excellent customer service (Noe, Hollenbeck, Gerhart & Wright, 2017). 

Conclusion

From the above discussion, it is crucial to note that training helps in embedding the required skills in employees and allows them to perform complex job roles. It also reflected upon the job and responsibilities of the customer sales executive and other group members.

References

Chong, C. W., Yuen, Y. Y., Tan, B. C., Zarim, Z. A., & Hamid, N. A. (2016). Managerial coaches, are they ready? The case of Malaysian telecommunications industry. The Learning Organization, 23(2/3), 121-140.

Gan, J. L., & Yusof, H. M. (2019). The Relationship Between Training And Employees’ retention: A Review Paper. International Journal of Entrepreneurship, 2(5), 16-24..

Glukhov, V. V., Ilin, I. V., & Levina, A. I. (2015). Project management team structure for internet providing companies. In Internet of Things, Smart Spaces, and Next Generation Networks and Systems (pp. 543-553). Springer, Cham.

Khan, M. (2012). The impact of training and motivation on performance of employees. Business review, 7(2), 84-95.

Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource management: Gaining a competitive advantage. New York, NY: McGraw-Hill Education.

Rahman, S. A., Taghizadeh, S. K., Ramayah, T., & Ahmad, N. H. (2015). Service innovation management practices in the telecommunications industry: what does cross country analysis reveal?. SpringerPlus, 4(1), 810.

Sharma, S., Garg, S., & Mittal, S. K. (2016). Importance, Role and Impact of E-Training on Employees in Workplace. SGBED wishes to recognize the following sponsors, 474.

Shaukat, R., Yousaf, A., & Sanders, K. (2017). Examining the linkages between relationship conflict, performance and turnover intentions: Role of job burnout as a mediator. International Journal of Conflict Management, 28(1), 4-23.