characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.
Competences and skills
29 ESCO relationsEssential knowledge 6 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
product comprehension
The offered products, their functionalities, properties and legal and regulatory requirements.
Cross-sector
2 competencescustomer relationship management
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
maintenance operations
The preservation and restoration of products and systems, and the methods and logistics of these practices.
Essential skills and competences 10 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
6 competencesadvise on merchandise features
Provide counsel on the buying of merchandise such as goods, vehicles or other objects, as well as providing information on their features and attributes to clients or customers.
contact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
execute after sales activities
Provide after sales services and advice, e.g. provision of advice on after sale maintenance, provision of after sale maintenance, etc.
guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
implement customer follow-up
Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.
implement sales strategies
Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.
Cross-sector
4 competencescommunicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
ensure compliance with legal requirements
Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
Optional knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competenceselectronic and telecommunication equipment
The offered electronic and telecommunication equipment and products, their functionalities, properties and legal and regulatory requirements.
digital
sales activities
The supply of goods, sale of goods and the related financial aspects. The supply of goods entails the selection of goods, import and transfer. The financial aspect includes the processing of purchasing and sales invoices, payments etc. The sale of goods implies the proper presentation and positioning of the goods in the shop in terms of acessibility, promotion, light exposure.
sales strategies
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
Cross-sector
1 competenceconsumer protection
The current legislation applicable in relation to the rights of consumers in the marketplace.
Optional skills and competences 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesmaintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
monitor after sales records
Keep an eye on the after sales feedback and monitor customer satisfaction or complaints; record after sales calls for thorough data analysis.
Cross-sector
7 competencesaddress problems critically
Identify the strengths and weaknesses of various abstract, rational concepts, such as issues, opinions, and approaches related to a specific problematic situation in order to formulate solutions and alternative methods of tackling the situation.
apply technical communication skills
Explain technical details to non-technical customers, stakeholders, or any other interested parties in a clear and concise manner.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
listen actively
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
manage schedule of tasks
Maintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.
provide information
Ensure quality and correctness of provided information, depending on the type of audience and context.
solve technical problems
Identify technical problems when operating devices and using digital environments, and solve them (from trouble-shooting to solving more complex problems).
digCompdigital