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Psychotherapy Academy -

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Customer Service Agent

Customer Service Agent objectives

As a Customer Service Agent in a e-learning company with the mission, vision, work philosophy, and core values of the company, your objectives include:

Improving customer loyalty

Increasing customer service satisfaction rates

Answer quickly and consciously to our customer requirements, doing your best to satisfy their needs and finding the best solution to their issues

Contribute to the company’s growth and development by understanding our customers’ needs and giving the proper feedback to your manager

Work hand by hand with Tech to solve technical issues

Increasing product advocacy

Improving product usability

Driving successful cross-team collaboration. Collaborate with other team members to identify user experience issues

Understand the marketing strategy to see if it fits with our customers

improving customer loyalty, increasing customer service satisfaction rates, increasing product advocacy, improving product usability, and driving successful cross-team collaboration.

Ensure high-quality and practical mental health education materials are created and delivered to clinicians by editing and proofreading the content to ensure accuracy, clarity, and consistency.

Collaborate with other team members to identify and develop new educational materials based on user needs and feedback, while adhering to the company's mission, vision, and core values.

Continuously review and improve the educational materials, by providing feedback on their effectiveness, and suggesting improvements to content, presentation, and delivery methods.

Stay up-to-date with the latest developments in mental health research and clinical practice to ensure the materials provided are current, evidence-based, and relevant.

Ensure that the educational materials provided meet the needs of the users by collecting feedback, analyzing data, and making recommendations for improvements.

Foster a positive and collaborative work environment by contributing to the team's growth and development, providing constructive feedback, and sharing expertise and knowledge.

Contribute to the company's growth and development by developing relationships with key stakeholders in the mental health industry, attending relevant conferences, and collaborating with external partners.

General performance evaluation

Employee Performance Evaluation for Customer Service Agents in Psych Campus.

Employee Name: [Insert Name] Position: Customer Service Agent Evaluation Period: [Insert Dates]

Introduction: This performance evaluation is designed to assess the performance of the Customer Service Agent in the E-learning Company during the evaluation period mentioned above. The assessment is based on the job responsibilities, tasks, and goals set for the employee.

1-Job Knowledge: The Customer Service Agent has a deep understanding of everything that happens in terms of: memberships, types of tech issues, publication dates, publication content, Faculty names, types of products,

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

2-Quality of Work: The Customer Service Agent assesses claims and requests correctly, giving the customer the right answer to help solving the issue the best way possible, with an empathic and helpful approach.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

3-Productivity: The Medical Editor (Psychiatrist) has consistently met or exceeded productivity standards. The employee manages their workload efficiently and is able to complete tasks within the given timeframe.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

4-Communication Skills: The Customer Service Agent has outstanding communication skills, being able to formulate quick answers with perfect grammar and diction, giving the best impression to our cliens, while presenting ideas and opinions clearly to teams members.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

5-Teamwork: The Medical Editor (Psychiatrist) works collaboratively with their team members and contributes positively to team dynamics. The employee is willing to help team members and is receptive to feedback.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

6-Attendance and Punctuality: The Medical Editor (Psychiatrist) has maintained excellent attendance and punctuality throughout the evaluation period. The employee has consistently reported to work and has been present for all scheduled shifts and meetings. The employee has also communicated proactively with the team in case of any unforeseen absences.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

7-Participation in Meetings: The Medical Editor (Psychiatrist) has actively participated in all meetings, providing valuable insights and suggestions to improve the content. The employee has demonstrated excellent communication skills and has been able to present ideas and opinions effectively.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

8-Compliance with Deadlines: The Medical Editor (Psychiatrist) has consistently met or exceeded the deadlines set for their tasks. The employee has been able to prioritize and manage their workload effectively to ensure timely completion of tasks.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

9-Initiative and Proactivity: The Medical Editor (Psychiatrist) has demonstrated excellent initiative and proactivity in identifying areas for improvement in the medical content. The employee has provided suggestions to improve the content, and has taken the initiative to learn and develop new skills to enhance their job performance.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

10- Good Use of Tools and Technology: The Medical Editor (Psychiatrist) has demonstrated good use of tools and technology in their work. The employee is proficient in using the necessary software and technology tools to complete their tasks efficiently and accurately.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

11- Good Use of Databases: The Medical Editor (Psychiatrist) has demonstrated good use of databases in their work. The employee is proficient in using the relevant databases to conduct research and ensure accuracy and completeness of the medical content.

Rating:

Always: Excellent

Usually: Very Good

Often: Good

Randomly: Satisfactory

Never: Poor

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