A document outlining the responsibilities, duties, required skills, and qualifications for a role focused on supporting and assisting customers or clients. This typically encompasses tasks like addressing inquiries, resolving complaints, processing orders, and providing technical support. An example includes a detailed list of daily activities for a customer service representative within a software company.
The comprehensive articulation of role expectations is vital for attracting qualified candidates, setting clear performance standards, and ensuring consistent service delivery. Its creation clarifies expectations for both the employee and the employer. Historically, these documents were relatively basic, but have evolved to incorporate specific metrics, detailed skill requirements, and a greater emphasis on customer satisfaction.
