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Customer Service Specialist

Level 3

The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service. Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.

Units within this qualification include:

Knowledge:

Business Knowledge and Understanding

Customer Journey knowledge

Knowing your customers and their needs/ Customer Insight

Customer service culture and environment awareness

Skills

Business focused service delivery

Providing a positive customer experience

Working with your customers / customer insights

Customer service performance

Service improvement

Behaviours / Attitude

Develop self

Ownership/ Responsibility

Team working

Equality

Presentation

Contact Us

 

Botley Mills, Mill Hill, Botley, Hampshire,

SO30 2GB

02380 016 555 

enquiries@datrainingandconsultancy.co.uk

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