This form is used for a Job Description of an upper level employee and for a Description of the Competence 
Requirements. 
BASIC INFORMATION Position and area: 

CUSTOMER SERVICE 
REPRESENTATIVE 

Date: 
20.9.2006 
Department/Unit: Indian Operations Issued by: 
KL / MH 
JOB DESCRIPTION  Customer service and care of the customer 
KEY TASKS 

Customer service and care of the customers 
 By entering customer data in to the data base 
 By updating customer information 
 By handling customer telephone calls and making required activities 
 By actively preventing terminations of contracts and reduce of purchased 
services 
 By handling customer feedback and making required activities 
 By making customer satisfaction surveys 
 By follow up of first delivery to new customer 
 By follow up of contract termination and final invoicing 
 By making invoicing to customers 
 By printing of delivery lists 
 By archive of customer documents 

COMPETENCE 
REQUIREMENTS 
(Knowledge and skills) 

 Understands customer needs 
 Knows customers and company ‘s customer registers 
 Knows the processes 
 Has good knowledge of textile rental business/ models and products 
 Knows factors which affect into the productivity 
 Knows the prices and pricing system 
 Knows customer satisfaction measurement system (and results) and also 
customer feedback system. 
 Knows action plans 
 Knows how to handle situations of nonconformities 
 Excellent telephone communication skills 
 Good PC skills in Word and Excel 
 English knowledge is an advantage, (at least one in the CR group should have 
good knowledge in English language) 
 Negotiation skills 

INDIVIDUAL 
REQUIREMENTS 
(Personal qualifications, 
education, experience) 

 Systematic way of working and ability to analyze information 
 Problem solving ability, and skills to sell solutions for customers. 
 Result oriented and determined 
 Disciplined 
 Willingness and enthusiasm to work with people 
 Ability to react fast into extraordinary situations and handle those