POSITION PROFILE SAMPLE
POSITION PROFILE
POSITION DETAILS
Position Title
Customer Contact Officer
Position Number
3138
Position Type
Established
Position Classification
Award Based – QLD LG Officers Award – Level 3
Department
Community Services
Branch
Customer Relations
Date Last Reviewed
03 November 2011
ORGANISATIONAL ENVIRONMENT
All positions within Council have a role to play in the future success of the organisation and the region. It is
through integrated approaches, that the organisation will deliver quality products and services and continue to
support growth without eroding our environmental, economic and social values.
Corporate Vision and
Community Plan
To be Australia’s most sustainable region – vibrant, green, diverse
Organisational Focus
We are an innovative business providing great outcomes for our region
Branch Focus
Deliver customer focussed information and activities that keep the community
informed, positively enhance council's reputation, clarify Council’s role in the
community, and celebrate community life
Role Focus
To provide excellent service at first point of contact for internal and external
customers seeking advice, assistance or information regarding Council
KEY RESPONSIBILITIES
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Provide accurate and timely information and assistance to customers regarding Council operations, by
telephone, email and in person, using all available resources.
Understand and apply Council policies, procedures and guidelines, when responding to customer requests.
Effectively and efficiently manage service requests, complaints, compliments, general enquiries and
transactions.
Provide front line counter customer services including receiving and processing applications, accept and
receipt monies, carry out daily balances and assist with preparation of bank deposits.
Maintain confidentiality of customer information at all times.
Provide one on one coaching and mentoring to Customer Contact Officers as required.
Provide procedural training to Customer Contact Officers as required.
Participate in the Contact Centre’s Monitoring Analysing and Coaching Program (MAC).
Contribute to the Contact Centre’s Key Performance indicators, achieving both Unit and individual
performance targets and service level agreements.
Work effectively as a member of the Customer Contact team and ensuring the provision of quality customer
service at all times.
Meet obligations under the Workplace Health and Safety Act as detailed below.
Such other relevant duties as required from time to time which would generally fall within the skill and
knowledge requirements of this position.
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SUCCESS CATEGORIES AND CAPABILITIES
The success categories and capability expectations that follow form an integral component of the recruitment and
performance management processes and are monitored regularly as part of the performance management cycle.
The categories will be used to recruit and to measure performance; they also link to organisation and branch
planning documents including the corporate plan.
The way an applicant addresses the success categories, capabilities, and key responsibilities will be used to
determine suitability for the position.
All positions in council align with and are measured against the following categories.
Success Categories
Capabilities
LEADERSHIP
Support shared purpose and direction
Understands and supports the organisation’s vision, mission, and business
objectives. Identifies the relationship between organisational goals and operational
tasks. Communicates with others regarding the purpose of their work. Understands
and communicates the reasons for decisions and recommendations to others.
Leadership throughout the
organisation
Leading the organisational
culture
Society, community and
environmental responsibility
Demonstrates professionalism and probity
Adopts a principled approach and adheres to Council values and to the Code of
Conduct. Acts professional at all times and operates within the boundaries of
organisational processes and legal and public policy constraints. Operates as an
effective representative of the organisation in internal forums.
Engages with risk and shows personal courage
Provides impartial and forthright advice. Justifies own position when challenged.
Acknowledges mistakes and learns from them, and seeks guidance and advice
when required.
S STRATEGY AND
PLANNING
Strategic direction
The planning process
Thinks strategically
Understands the work environment and contributes to the development of plans,
strategies and team goals. Identifies broader influences that may impact on the
team’s work objectives. Demonstrates an awareness of issues for own work and
work area.
Shows judgement, intelligence and commonsense
Undertakes objective, systematic analysis and draws accurate conclusions based
on evidence. Identifies problems and works to resolve them. Thinks laterally,
identifies and implements improved work practices.
INFORMATION AND
KNOWLEDGE
Generating, collecting and
analysing the right data to
inform decision making
Harnesses information and opportunities
Draws on information from diverse sources and uses experience to analyse what
information is important and how it should be used. Maintains an awareness of the
organisation and keeps self and others well informed on issues that may affect
work progress.
Creating value through
applying knowledge
Applies and builds professional expertise
Values specialist expertise and capitalises on the knowledge and the skills of
others within the organisation. Contributes own expertise to achieve outcomes for
the business unit.
PEOPLE
Values individual differences and diversity
A great place to work
Building organisational
capacity through people
Recognises the positive benefits that can be gained from diversity and explores
diverse views. Recognises the different working styles of individuals, and factors
this into the management of people and tasks. Tries to see things from different
perspectives. Treats people with respect and courtesy.
Shares learning and supports others
Identifies learning opportunities for others and delegates tasks effectively. Agrees
clear performance standards and gives timely praise and recognition.
Makes time for people and offers full support when required. Provides constructive
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feedback. Recognises and notes under performance where appropriate.
Demonstrates self-awareness and a commitment to personal development
Seeks feedback from others. Communicates areas of strengths and acknowledges
development needs. Reflects on own behaviour and recognises the impact on
others. Shows commitment to learning and self development.
Listens, understands and adapts to audience
Seeks to understand the audience and tailors communication style and messages
accordingly. Listens carefully to others and checks to ensure their views have been
understood. Checks own understanding of others’ comments and does not allow
misunderstandings to linger.
CUSTOMER AND
MARKET FOCUS
Gaining and using
knowledge of customers
and markets
Effective management of
customer relationships
Nurtures internal and external relationships
Builds and sustains positive relationships with team members, stakeholders and
clients. Is responsive to changes in client and stakeholder needs and expectations.
Listens to, understands and recognises the needs of others
Actively listens to staff, colleagues, clients and stakeholders. Involves others and
recognises their contributions. Consults and shares information and ensures
others are kept informed of issues. Works collaboratively and operates as an
effective team member.
Negotiates confidently
Customer perception of
value
PROCESS MANAGEMENT
IMPROVEMENT AND
INNOVATION
Identification of
management of process
Process improvement and
innovation
Approaches negotiations with a clear understanding of key issues. Understands
the desired outcomes. Identifies relevant stakeholders’ expectations and concerns.
Discusses issues credibly and thoughtfully. Encourages the support of relevant
stakeholders.
Responds positively to change
Establishes clear plans and timeframes for project implementation. Responds in a
positive and flexible manner to change and uncertainty. Shares information with
others and encourages cooperation in coping with change.
Promotes and adopts a positive and balanced approach to work
Persists with, and focuses on achieving objectives even in difficult circumstances.
Remains positive and responds to pressure in a calm manner.
Communicates clearly
Process outputs
Confidently presents messages in a clear, concise and articulate manner. Focuses
on key points and uses appropriate, unambiguous language. Selects the most
appropriate medium for conveying information and structures written and oral
communication to ensure clarity.
SUCCESS AND
SUSTAINABILITY
Identifies and uses resources wisely
Measuring and
communicating
organisational
performance
Achieving sustainability
Reviews project performance and identifies opportunities for improvement. Makes
effective use of individual and team capabilities and negotiates responsibility for
work outcomes. Is responsive to change in requirements.
Takes responsibility for managing work projects to achieve results
Sees projects through to completion. Monitors project progress and manages
priorities. Commits to achieving quality outcomes and adheres to documentation
procedures. Seeks feedback from supervisor to gauge satisfaction.
Commits to action
Takes personal responsibility for meeting objectives and progressing work. Shows
initiative and does what is required. Commits energy and drive to see that goals
are achieved.
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REQUIREMENTS OF THE ROLE
Corporate Requirements
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Code of Conduct
Zero Harm – Great Health
CEO Sustainability Principles
Specific and Mandatory Requirements
Essential
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Completion of year 12 studies
Certificate III in Customer Contact, Business Administration/Local Government, other relevant disciplines or
equivalent experience
Staff are required to wear the Council uniform, where provided, and adhere to the uniform guidelines
Desirable
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Customer Contact Centre experience
Certificate IV in Training and Assessment
REPORTING ARRANGEMENTS
Reports to
Customer Contact Supervisor
Team Leadership / Supervision
N/A
Internal Liaison
Manager, Team Members, Executive Director, Councillors and other
Council employees
External Liaison
Community Members and Groups, Businesses, Other Government
Authorities
Delegations
As per Council’s Delegations of Authority relating to financial,
administrative, human resource management, workplace health and safety
and environmental management responsibilities
ADDITIONAL INFORMATION
Additional information can be found at www.sunshinecoast.qld.gov.au
THE RECRUITMENT CONTACT
Contact Person – Leane Nielsen
Contact Details – 07 5420 8038
Submit Your Application To - recruitment@sunshinecoast.qld.gov.au
WHAT TO INCLUDE IN YOUR APPLICATION
Your written application should include:
 a current resume,
 a covering letter and;
 a written application, of no more than 3 pages, highlighting your ability to meet the 7 success categories
listed. When responding be sure to use examples that are relevant to the key responsibilities of the position
and broadly consider the capabilities relevant to each.
Note: Competency based testing may be required at time of interview.
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COVERING LETTER SAMPLE
Isabelle Gosling
42 Aragon St
MOOLOOLABA QLD 4557
10 November 2011
Human Resources Branch
Sunshine Coast Council
Locked Bag 72
SUNSHINE COAST MAIL CENTRE QLD 4560
Dear Sir/Madam
RE: Vacancy 3138 – Customer Contact Officer
I am writing to express my interest in applying for the above position recently advertised on your
website. Please find attached my résumé and response to the seven success categories.
I have over six years work experience in various customer service roles and am currently employed as
a senior member of the customer service team at BMR Hotel Group in Townsville. In my current
position, I am required to deal with clients at all levels both face-to-face and over the telephone. I am
also responsible for the supervision, mentoring and training of other members in the customer service
team.
I am relocating to the Sunshine Coast and am seeking full time employment in a customer service
position. I am very interested in obtaining employment in local government and believe I have the
necessary qualifications, skills, motivation and commitment required for the role.
Thank you for taking the time to consider my application. I look forward to hearing from you soon.
Yours Sincerely,
Isabelle Gosling
M: 0412 3456 7890
Email: isabellegosling@gmail.com
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RÉSUMÉ SAMPLE
Isabelle Gosling
PERSONAL
Address:
42 Aragon St
Mooloolaba Qld 4557
Mobile:
0412 3456 7890
Email:
isabellegosling@gmail.com
CAREER OBJECTIVE
My aim is to continue to develop my career in customer relations, using the knowledge, skills and
abilities I have gained in both my tertiary education and employment history. I am looking for a
position that offers challenges and the opportunity for professional development and continuous
learning.
EDUCATION AND QUALIFICATIONS
2010 – Current Certificate III Customer Contact
Barrier Reef Institute of TAFE – Townsville
2005 – 2007
Bachelor of Arts
James Cook University – Townsville
2001 – 2005
St Patricks College – Townsville
Overall Position (OP) Score of 13
Year 12 Certificate
TRAINING
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Microsoft Office Proficiency Training – Barrier Reef Institute of TAFE (2011)
Performance Management – ABM Pty Ltd (2011)
Being an Effective Mentor – ABM Pty Ltd (2011)
Customer Service in Action – Customer Service Institute of Australia (2010)
Customer Service Intensive Training Program – BMR Hotel Group (2009)
Conflict Resolution – The Flight Company (2007)
Responsible Service of Alcohol – Far North Queensland Institute of TAFE (2007)
Cash Handling – Townsville News (2005)
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WORK HISTORY
Jul 2009 – Current
Senior Customer Liaison Officer
BMR Hotel Group, Townsville
Duties:
 Providing a high level of customer service to hotel guests, internal and
external clients seeking information, advice and assistance
 Managing requests, tour bookings, complaints, general enquiries and
transactions
 Facilitating in-house training to customer service employees
 Employee supervision (4 employees)
 Mentoring new members of the customer service team
 Clerical and administrative duties
Mar 2008 – Jun 2009 Call Centre Operator
Happy Healthy Families Health Insurance Company, Townsville
Duties:
 First point of contact for customers seeking insurance policy information
 Dealing with customer enquiries, requests and complaints over the
phone
 Processing insurance applications
 Liaising between customers and insurance officers
 General administration
Nov 2007 – Feb 2008 Customer Liaison Officer (Temporary Position)
The Flight Company, Cairns
Duties:
 Assisting customers with flight booking enquiries and alterations
 Ticketing and processing cash and credit card transactions
 Assisting with telephone enquiries from passengers, other ports and
other airlines
 Providing customers with flight updates, delays and ensuring customer
satisfaction
 Assisting elderly and disabled passengers with check-in and baggage
queries.
Jan 2007 – Jun 2007 Customer Service Officer (Work Experience)
GBR Council, Townsville
Duties:
 Providing information and assistance to internal and external customers
via telephone, face-to-face and email contact
 Responding to enquiries and complaints by referring to council policies,
procedures and guidelines
 General administration
Sept 2006 – Dec 2007 Assistant Duty Manager
Sandwiches R Us, Townsville
Duties:
 Daily store operations including staff rostering, supervision and training
 Supervising food preparation in accordance with food safety regulations
 Cash handling and stock control
 Inventory management including stocktakes, development of sales
reports and end of day processing
 Banking and general administration
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Dec 2004 – Sept 2006 Shift Supervisor
Townsville News, Townsville
Duties:
 Processing newspaper and magazine deliveries
 Inventory management including checking and removing out-of-date
stock and stock reordering
 Providing a high level of customer service to newsagency patrons and
suppliers
 Supervision and training of employees (up to 4 employees per shift)
 Ensuring sales targets are achieved and areas of opportunity to increase
sales identified
 Ensuring premises and displays are well maintained
 Dealing with customer enquiries and complaints
 Cash handling, general administration and banking
SKILLS AND ATTRIBUTES
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High achievement and performance motivation
Well-organised with effective time management skills
Ability to analyse problems and develop and evaluate solutions
Capable of working as an individual or as part of a team
Able to lead and motivate others to perform
Have a strong honest work ethic and set high expectations
Goal oriented
Flexible and willing to learn new skills and competencies
Able to communicate effectively with people in various situations, both orally and in written
communication
Proven ability to interact and respond to customers in various business situations.
PROFESSIONAL ASSOCIATIONS
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Current Member – Customer Service Institute of Australia
Current Collegiate Member – Customer Contact Management Association
INTERESTS
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Health and Fitness – regular exercise, health activities, and attending sports events
Ballet and the performing arts
Travel – exploring new places and cultures
Volunteering for organisations such as the Salvation Army, Lions, Rotary, and local community
groups.
PROFESSIONAL REFEREES
Tom Smith
Customer Service Manager
BMR Hotel Group
(07) 4712 3456
Johan Gillespie
Call Centre Manager
Happy Healthy Families Health Insurance Company
(07) 4712 3456
Sylvia Austen
Customer Service Team Leader
The Flight Company
(07) 4012 3456
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WRITTEN APPLICATION SAMPLE
I have highlighted my suitability for position V3138 - Customer Contact Officer, by responding to the seven success
categories and capabilities listed in the position profile. My responses will also include experiences I have had that
are relevant to the key responsibilities of this role.
SUCCESS CATEGORY 1: LEADERSHIP
Support shared purpose and direction: In my role as a Senior Customer Service Officer at BMR Hotel Group, it is
essential for me to represent and display the company’s vision, goals and objectives. Being a senior member of the
team, it is also necessary for me to set an example and ensure other team members work towards the same
objectives with their daily tasks. I strive to achieve these goals by providing excellent customer service to clients at
all times and by developing and mentoring other members of the team. These efforts were recently recognised by
my manager who nominated me for the BMR Hotel Group 2010 Employee of the Year Award.
Demonstrates professionalism and probity: Positions undertaken throughout my career have always required
professionalism and probity. I have always been required to adhere to strict codes of conduct, confidentiality,
policies and procedures. For example, my work experience at GBR Council gave me invaluable experience with
adhering to organisational policies, processes and guidelines. During this role, I was asked to be the customer
service representative on a broader team that reviewed the GBR Council’s Customer Service Charter. I provided
input into a number of key strategies and initiatives to ensure customer requests and complaints were handled
professionally and confidentially. Some of these initiatives were implemented across the Council and resulted in
increased customer satisfaction and greater awareness amongst employees.
Engages with risk and shows personal courage: In the various roles I have undertaken, I have often had to
provide advice to customers and other employees. I have always provided honest and straightforward professional
advice grounded by my knowledge of the particular issue and/or by any further research I have conducted. This has
meant that I am able to justify the advice I give. I always aim to learn from the mistakes I make, and seek the
guidance of my managers and fellow employees on ways I can improve my skills and abilities. A specific example is
from my time at The Flight Company, where I made an error of judgement and misinformed a customer. My
supervisor assisted me in fixing my error. This experience showed me the importance of double checking
information before providing it to customers, regardless of time pressures.
SUCCESS CATEGORY 2: STRATEGY AND PLANNING
Thinks strategically: Part of my role as Senior Customer Service Officer at BMR Hotel Group is to guide the
Customer Service Team to fulfil individual and group key performance indicator targets. I developed a plan to
improve customer service satisfaction ratings of hotel clients by designing and implementing a training and induction
program for new employees and refresher training of other members of the customer service team. This initiative
considered internal and broader external factors that were influencing the performance of the customer service team.
The plan was well supported in head office, and was later translated and implemented across other locations within
the BMR Hotel Group.
Shows judgement, intelligence and common sense: I have experience with developing and implementing plans
to improve workplace performance especially within the BMR Hotel Group. I am able to identify issues in the
workplace, the challenges and opportunities that may arise from the issues and develop approaches to deal with
them. For example, I have managed to increase low customer service ratings by thinking objectively and acting on
critical conclusions from available information. I have worked with management to develop an improvement plan
based on mentoring and coaching team members and communicating strategies that can be implemented in difficult
situations where knowledge, judgement and practical solutions are important. The plan was well received amongst
team members and evident with the increase in customer service ratings for the hotel.
Isabelle Gosling
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SUCCESS CATEGORY 3: INFORMATION AND KNOWLEDGE
Harnesses information and opportunities: My experience working with a number of organisations has allowed me
to build my knowledge base and use information from various sources to make decisions. I am a current member of
the Customer Service Institute of Australia and Customer Contact Management Association, which means I am
exposed to opportunities for industry-focused training and updated information about new initiatives and
developments in the customer service industry. With the information gained through my experience and
memberships, I initiated a quarterly newsletter to share new information with fellow team members. This initiative
was acknowledged during my last performance review with my manager.
Applies and builds professional expertise: I have developed numerous skills throughout my career and frequently
gain knowledge and skills from utilising the expertise of others within the organisation. I am not afraid to ask
questions of senior members or share information to others in order to achieve positive outcomes for the business. I
recently attended a Customer Service in Action workshop in Melbourne. Upon my return, I facilitated a training
session aimed at transferring my knowledge to others in the workplace.
SUCCESS CATEGORY 4: PEOPLE
Values individuals and diversity: Throughout my career, I have worked with people with disabilities and people
with different cultural backgrounds and religious beliefs. I can communicate effectively and respectfully with people
from diverse backgrounds and am open to exploring different views and perspectives. During my time with the Flight
Company, I was working with a team member who had a visual impairment. I frequently used strategies to make my
fellow team member feel respected and included in the team by identifying myself and others present, by indicating
when I was moving away or leaving a conversation and by using specific language when undertaking tasks or giving
instructions. When I was leaving the company, my fellow team member said thank you for making them feel
comfortable, valued and respected.
Shares learning and supports others: In my current position with BMR Hotel Group I supervise four employees. I
am required to delegate daily tasks, make myself available if needed and provide feedback and instruction. I also
facilitate in-house training and offer opportunities for growth and development through mentoring new and existing
team members. I am confident in providing feedback, advice and recognition to the team and am comfortable to
coach when under performance is evident. I recently praised the efforts of one team member during a team
management meeting. This was well received by the team member and appreciated by higher level management.
Demonstrates self-awareness and a commitment to personal development: I am eager to develop my career
through development and continuous learning. My position with BMR Hotel Group has provided me with the
confidence to acknowledge areas in which I need improvement. It has also allowed me the opportunity to undertake
training to develop existing skills and to improve my performance overall. I am committed to personal development
and embrace any opportunity presented. I recently undertook training in performance management with ABM Pty
Ltd. This training was initiated by me at my own expense to develop my skills in this area. I found the course
invaluable.
Listens, understands and adapts to audience: All positions held within my career have focused on listening and
understanding others and adapting language and communication skills to suit certain situations. I am able to adapt
to a wide range of requests from different people. I like to clear up any misunderstandings that may occur as quickly
and effectively as possible by asking questions and reconfirming key messages. As a Customer Service Officer with
Happy Healthy Families Health Insurance Company, I was regularly exposed to confused and sometimes aggressive
customers. I approached these customers with concern and empathy and always attempted to provide concise and
easy to understand information to help them better comprehend policy decisions and rulings. This skill was noticed
by one of my colleagues who subsequently nominated me for an award. My ability to listen, understand and adapt
to an audience can also be validated by my extensive work history in customer service positions.
SUCCESS CATEGORY 5: CUSTOMER AND MARKET FOCUS
Nurtures internal and external relationships: I am confident in my ability to build positive and productive
relationships with a variety of people. During my time with Townsville News, I made an effort to build rapport and
develop positive relationships with clients, including suppliers and sales representatives. For example, I always
made a conscious attempt to remember names of clients and suppliers, even if I did not see them regularly. The
result of this action was the noticeable increase in repeat business and compliments received by the owner of the
business.
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Listens to, understands and recognises the needs of others: Working in a customer focused industry requires
the ability to listen and understand the needs of internal and external clients alike. At BMR Hotel Group, I work
collaboratively with senior and junior employees to identify issues and implement solutions within the customer
service team. I was recently nominated by the team to be the liaison with management, hence I am required to
consult and share information on a regular basis. I keep all stakeholders informed of any issues and the processes
to alleviate potential problems. The team’s always happy with my efforts and are confident with me sharing
information.
Negotiates confidently: During my time with The Flight Company, I was required to negotiate with clients on a
regular basis. This involved having a clear understanding of the situation or issue, the desired outcome and being
able to discuss the issue/s professionally and thoughtfully to assist with managing the customers’ expectations. For
example, a passenger who needed to be in Brisbane due to a family emergency had booked a flight that was
subsequently delayed by a day. The passenger was inconsolable as his mother was dying. I managed to negotiate
with the passenger and another carrier by organising an alternative flight. A few weeks later, the passenger sent a
thank you to my company for my kindness, understanding and assistance.
SUCCESS CATEGORY 6: PROCESS MANAGEMENT IMPROVEMENT AND INNOVATION
Responds positively to change: Happy Healthy Families Health Insurance Company exposed me to a variety of
scenarios where I was able to utilise skills necessary to manage change. One example was the upgrade to the
computer software application being used to quote insurance policies and process claims. Not only was it necessary
to learn a new computer system, it was necessary to make changes to the existing work procedure and script when
speaking with customers. I found it was necessary to be positive, flexible and open to sharing information with
others in the team. This allowed me to adapt and undertake my duties with confidence and ease.
Promotes and adopts a positive and balanced approach to work: Being organised and dedicated to my role has
meant that I have always been able to achieve the objectives and duties of my position and projects. Happy Healthy
Families Health Insurance Company required each Call Centre Operator to meet monthly KPI’s. I often felt the
pressure to be able to achieve my targets; however my time management skills and my ability to remain calm,
composed and positive ensured I completed all of my tasks on time to meet my KPI targets. In December 2008, I
received recognition for my achievements by receiving the Employee of the Month Award.
Communicates clearly: My previous customer service experience has provided me with numerous opportunities to
develop my communication skills. Past employers have confirmed my ability to communicate at all levels, clearly
and with confidence. In my role with BMR Hotel Group, I am required to respond to all email enquiries. I ensure to
focus on the key questions or comments and to respond in a clear, concise, and articulate manner. I often receive
reply emails thanking me for providing invaluable information, being understanding and helpful. It’s a pleasure to
know the clients that I have dealt with are happy with the information and service they receive.
SUCCESS CATEGORY 7: SUCCESS AND SUSTAINABILIY
Identifies and uses resources wisely: I am currently completing a Certificate III in Customer Contact with Barrier
Reef Institute of TAFE. During one of my modules, I was required to complete a group assessment with the focus of
conducting a telemarketing campaign. I was selected to be the leader of my group and was required to identify key
capabilities of each team member and assign responsibilities accordingly. Through good planning, cooperation and
open communication I was able to identify the resources and capabilities needed for our team to complete the
assessment within the allocated timeframe. The assessment piece was used as an example to others undertaking
the course and my team gained a competency for the module and top comments from the lecturer.
Takes responsibility for managing work projects to achieve results: At The Flight Company, it was necessary to
follow set policies and procedures to ensure daily tasks were completed according to business protocol. It was also
important to adhere to documentation procedures when issuing or making changes to tickets, itineraries and
manifests. I was required to manage priorities and be accountable for the successful completion of these types of
tasks to ensure transparency of my transactions and to meet my KPI targets. My manager was always pleased with
my KPI results.
Commits to action: As a Senior Customer Service Officer with BMR Hotel Group, I always like to show my initiative
and display my energy and dedication to achieving set tasks and corporate goals. I action all hotel reservations
accurately according to the Reservations Policy and use my initiative to ensure I am familiar with changes to hotel
packages, room types, rates, facilities and services. If I find an error with room rates or accounts, I always rectify the
error by accessing the rating codes within the computerised reservation system. Whilst this is not part of my role, I
take personal responsibility to ensure problems are rectified immediately in order to achieve sales targets and
business objectives.
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