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Selection criteria sample: Demonstrated client service focus and experience in a client service environment

The response to this selection criterion is modelled on the STAR approach.

For the last four years I have been working as a customer service officer in the finance industry. My job involves direct customer contact on a continuous basis and I am often the first point of contact for customers. I am proactive in my relationship with customers and have established a loyal customer base in my local community. This involves a regular calling program to discuss any needs they may have and ongoing face-to-face contact.

I am required to determine customer needs and provide solutions. For example, an elderly customer enquired about her bank account as she felt that there was a discrepancy in the balance. After having a conversation with her in the privacy of my office, I discovered that what was really concerning her was the amount of her last pension payment. As she was not comfortable contacting Centrelink, I did so on her behalf and we were able to clarify the issue and resolve her confusion. She was most appreciative of my help and left my office with her problem solved.

I am passionate and committed to providing excellent customer service and undertake regular training in customer feedback, customer relations and conflict resolution as provided by my employer. I am confident in handling any situation that may arise.

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