Skill description
Managing and operating customer service or service desk functions.
Guidance notes
Customer service support can be managed and delivered across a variety of environments, such as physical contact centres, distributed or virtual teams, and through automated systems like chatbots or self-service portals. These functions may be applied in any customer-facing context, including but not limited to contact centres, service desks, and digital customer interaction channels.
Activities may include, but are not limited to:
- managing customer service functions and teams.
- acting as a point of contact for customers and clients.
- responding to inquiries and issues.
- handling requests for information or assistance.
- managing access to products, services, or systems.
- processing and fulfilling service requests.
- maintaining customer satisfaction.
Level 1Follow
Receives and handles routine customer inquiries and requests, following established procedures.
Accurately records customer interactions and maintains relevant records.
Escalates complex issues to appropriate team members or departments.
Level 2Assist
Responds to common customer service requests, providing information to enable fulfilment or resolution.
Allocates unresolved calls, requests, or issues to appropriate functions.
Contributes to the maintenance of customer service knowledge bases and documentation.
Assists in monitoring customer satisfaction metrics.
Level 3Apply
Acts as a routine contact point for customers, handling a wide range of inquiries and service requests.
Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.
Contributes to the development of service standards and procedures.
Assists in analysing service performance data and identifying areas for improvement.
Level 4Enable
Monitors service delivery across multiple channels and analyses performance data.
Contributes to the development and implementation of service standards and procedures.
Provides technical and procedural guidance to team members.
Identifies trends in customer inquiries and service issues, recommending process improvements.
Collaborates with other departments to enhance the overall customer experience.
Level 5Ensure, advise
Manages day-to-day operations of the customer service function, including resource planning and work allocation.
Develops and implements service standards, policies and procedures.
Analyses service metrics and customer feedback to drive continuous improvement initiatives.
Ensures the service catalogue is comprehensive, up-to-date and aligned with organisational goals.
Develops approaches to enhance customer satisfaction.
Level 6Initiate, influence
Shapes the strategic direction for customer service across the organisation.
Defines service channels, service levels, standards and the monitoring process for customer service or service desk staff.
Champions the service culture required to deliver organisational outcomes.
Leads the development and implementation of organisational frameworks for complaints, service standards and operational agreements.
Takes responsibility for business continuity and legal, regulatory and contractual compliance.
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