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.
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Competences and skills
39 ESCO relationsEssential knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
1 competenceknowledge base
An online library that contains information about a product or service to help customers finding answers to their queries.
digital
Essential skills and competences 22 competences
Occupation specific
1 competencedetermine charges for customer services
Determine prices and charges for services as requested by customers. Collect payments or deposits. Arrange for billing.
Sector-specific
5 competencesguarantee 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.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
implement customer follow-up
Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.
process order forms with customer's information
Obtain, enter and process customers' names, addresses and billing information.
process refunds
Resolve customer inquiries for returns, exchange of merchandise, refunds or bill adjustments. Follow organisational guidelines during this process.
Cross-sector
16 competencesapply conflict management
Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. Be fully aware of all Social Responsibility protocols and procedures, and be able to deal with a problematic gambling situation in a professional manner with maturity and empathy.
apply knowledge of human behaviour
Practice principles related to group behaviour, trends in society, and influence of societal dynamics.
communicate 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.
control of expenses
Monitor and maintain effective cost controls, in regards to efficiencies, waste, overtime and staffing. Assessing excesses and strives for efficiency and productivity.
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 client orientation
Take actions which support business activities by considering client needs and satisfaction. This involves understanding what customers want, providing advices, selling products and services or processing complaints, while adopting a positive attitude.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
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.
perform escalation procedure
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
perform multiple tasks at the same time
Execute multiple tasks at the same time, being aware of key priorities.
process customer orders
Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.
process data
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
digital
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
provide information
Ensure quality and correctness of provided information, depending on the type of audience and context.
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencese-commerce systems
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
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.
Cross-sector
3 competencesconsumer protection
The current legislation applicable in relation to the rights of consumers in the marketplace.
data mining methods
Data mining techniques used to determine and analyse the relationship between different elements of economy and marketing.
digital
relationship marketing
The process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.
Optional skills and competences 10 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescarry out active selling
Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
contact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Cross-sector
8 competencesfacilitate official agreement
Facilitate an official agreement between two disputing parties, ensuring that both parties agree on the resolution which has been decided on, as well as writing the necessary documents and ensuring both parties sign it.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
perform data analysis
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
digital
show diplomacy
Deal with people in a sensitive and tactful way.
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research
upsell products
Persuade customers to buy additional or more expensive products.
- Scope note
- Products include also services.
use customer relationship management software
Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
digital
use e-services
Participate in society through the use of public and private digital services. Seek opportunities for self-empowerment and for participatory citizenship through appropriate digital technologies.
digCompdigital
- Scope note
- Includes e-commerce, e-governance, e-banking, e-health services and online payment activities.