Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
No competences in this bucket.
The handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards environmental and social stakeholders.
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.
The offered products, their functionalities, properties and legal and regulatory requirements.
The software that are used to enable virtual meetings between people through internet with real-time multidirectional video and audio streaming.
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
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.
No competences in this bucket.
Plan, write and collaborate in the implement business plans. Include and foresee in the business plan the market strategy, the competitive analysis of the company, the design and the development of the plan, the operations and the management aspects and the financial forecast of the business plan.
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Run the management of an establishment and ensure that every need for an smooth running of the operations is looked after.
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.
Lead and manage according to the organisation's code of conduct.
Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
Direct and supervise the day-to-day activities of subordinate personnel.
No competences in this bucket.
The equipment used to examine automotive systems and components.
The functioning of specific car equipment such as how to operate and handle the clutch, throttle, lighting, instrumentation, transmission and the brakes.
The set of rules that govern the activity of a company.
The various types of substances used to enhance the appearance of the human body.
The principles, ethical issues, regulations and protocols of data protection.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
The policies to achieve set of goals and targets regarding the development and maintenance of an organisation.
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.
The principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.
Field of information which distinguishes different kinds of spa such as thermal, hammam, medical, ayurvedic, relaxation, destination and traditional spas. These practices differ in treatments, therapies, services, programmes and provisions.
The documentation and processing of data regarding financial activities.
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
The communication strategies intended to persuade or encourage an audience, and the different media which are used to achieve this goal.
The methods and regulations involved in the process of accurate bookkeeping.
The research field which addresses the identification of business needs and problems and the determination of the solutions that would mitigate or prevent the smooth functioning of a business. Business analysis comprises IT solutions, market challenges, policy development and strategic matters.
Principles governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Preventive and interventional methods used in the cleaning industry to maintain health and safety for all workers and tertiary persons.
Counselling techniques used in different settings and with various groups and individuals, especially concerning methods of supervision and mediation in the counselling process.
The law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.
The practice of reducing energy consumption and using fewer energy services. As a sustainable process, energy conservation is done by replacing used energy with alternative sources, using more efficient energy products, or refraining from particular energy products or services to conserve it.
The different engine components, their operation, lifecycle and maintenance and repairing needs.
The field of finance that concerns the practical process analysis and tools for designating financial resources. It encompasses the structure of businesses, the investment sources, and the value increase of corporations due to managerial decision-making.
The techniques to create a visual representation of ideas and messages.
An online library that contains information about a product or service to help customers finding answers to their queries.
The characteristics and functioning of software programs for office tasks such as word processing, spreadsheets, presentation, email and database.
Art and practice of creating aesthetically appealing images by recording light or electromagnetic radiation.
The practice of managing all aspects of the image and perception of a company or individual among stakeholders and the society at large.
The national and international requirements, specifications and guidelines to ensure that products, services and processes are of good quality and fit for purpose.
The field and characteristics of recreational activities for customers.
The process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.
The managing aspects of running a cosmetology-related business, such as leadership, organisation, and communication.
The marketing methods and strategies used to increase attention and website traffic through social media channels.
The coordination, processes, and operations revolving around the management of subsidiaries either nationally or internationally. The integration of strategic guidelines coming from the headquarters, consolidation of financial reporting, and abidance by the regulatory mandates of the jurisdiction where the subsidiary operates.
Principles and techniques of soliciting potential customers over the phone to perform direct marketing of products or services.
Types of car engines in road and racing cars, including those with emerging technologies like hybrids and electric motors, and how they work.
No competences in this bucket.
Give information to people regarding import and export restrictions, tariff systems and other custom-related topics.
Identify trends in membership and determine areas of potential membership growth.
Determine the optimal quantities and timings of inventory in order to align it with sales and production capacity.
Carry out repairs and routine maintenance checks for motorcycles such as engine tune-ups, oil changes, tire rotation, tire changes, engine failures and mechanical system malfunctions. Replace parts and components.
Provide repair for vehicles and routine level checks, such as engine tune-ups, oil changes, tire rotation and changes, wheel balancing, replacing filters, repair engine failures; repair mechanical and electrical systems malfunctions; replace parts and components; repair body damage.
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
Collect the dirty pieces of clothing or other linen within the facility and send them to the laundry service.
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
Oversee and carry out several tasks in the membership administration process such as reporting membership numbers, ensure that the website is reviewed and maintained and writing newsletters.
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Provide internal coordination for membership work such as oversee implementation of efficient membership processes, systems and strategies and ensure affiliate information is accurate and up to date.
Strive to achieve objectives despite the pressures arising from unexpected factors outside of your control.
Prepare and deliver an understandably constructed sales talk for a product or a service, identifying and using persuasive argumentation.
Create proposals for membership strategies such as options for alternative membership models, membership rules and financial modelling.
Develop plans and policies which aim to provide the desired recreation activities to a target group or in a community.
Elaborate methodologies through which a company markets and sells a product or service to generate income.
Diagnose issues with vehicles and assess the efforts and costs required to resolve them.
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Manage problems, protestations and disputes on the job.
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.
Check which items are suitable or unsuitable for dry-cleaning by interpreting care labels and decide which dry cleaning processes may be required.
Interview people in a range of different circumstances.
Prepare the invoice of goods sold or services provided, containing individual prices, the total charge, and the terms. Complete order processing for orders received via telephone, fax and internet and calculate the customer’s final bill.
Keep written records of the amount of stock in storage, incoming and outgoing products required for the proper operation of services, repairs and maintenance tasks.
Keep up to date with new spa products such as certain oil and nail products being introduced by the market, and implement their benefits in the company or facility.
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.
Build a lasting and meaningful relationship with suppliers and service providers in order to establish a positive, profitable and enduring collaboration, co-operation and contract negotiation.
Manage the organisational, financial and day-to-day operation of a small-to-medium enterprise.
Manage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.
Plan, organize, control and document procedures and resources, such as human capital, equipment and mastery, in order to achieve specific goals and objectives related to ICT systems, services or products, within specific constraints, such as scope, time, quality and budget.
Control product inventory in balance of availability and storage costs.
Understand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, and sales per hour if applicable.
Ensure efficient internal processes and systems in order to manage membership and oversee the work related to it.
Add and update membership information and analyze and report on statistical membership information.
Manage the daily operations of a cultural facility. Organise all activities and coordinate the different departments functioning within a cultural facility. Develop a plan of action and arrange the necessary funds.
Plan the working schedule of a group of people in order to meet all time and quality requirements. Supervise, support and instruct members of a team. Provide feedback to teams and individuals on work carried out.
Planning the day's work and assigns tasks equally to the workers and employees at harvest accordance with the plans drawn up by his superior, explains the work to do, advises workers on their work to guide them. Monitors the progress of activities and resolve issues, if any. Prepares equipment and ensures the availability and proper functioning of the tools.
Evaluate how much stock is used and determine what should be ordered.
Distribute to the public samples of various cosmetic products you are promoting so that prospective clients can test them and then buy them.
Ensure that guest laundry is collected, cleaned and returned to a high standard and in a timely fashion.
Inspect, direct and execute preventive maintenance and repair of spa facilities. Check for the proper functioning and availability of equipment and supplies. Contact and coordinate on-site maintenance of contractors and their operational costs.
Schedule work schemes for employees in vehicle maintenance. Plan and assign work in order to make sure agreements and deadlines are met.
Direct diverse spa services and programs according to company or facility quality standards and guidelines.
Maintain records of calls made and products sold over a given time frame, including data regarding sales volumes, number of new accounts contacted and the costs involved.
Work together with museum or any art facility staff to develop and promote its events and programme.
Promote the implementation of recreation programs in a community, as well as recreation services provided by an organisation or institution.
Ensure good service for all members by monitoring the mail box on a regular basis, by resolving membership issues that arise and by advising members on benefits and renewals.
Sort clothing items according to their colour or fabric by inspecting and reading care tags or labels. They indicate agitations, how a particular fabric should best be washed, bleached, dryed, ironed and cleaned.
Recommend and provide advice on cosmetic products based on the customer's personal preferences and needs and on the different product types and brands available.
Carry out assessment and recruitment of members.
Schedule the use of recreational facilities.
Monitor and oversee the activities related to the ongoing sales in the shop to ensure that sales goals are met, assess areas for improvement, and identify or solve problems that customers could encounter.
Teach techniques designed to maintain customer service standards at a satisfactory level.
Visit manufacturers in order to learn about production process and to assess product quality.
Create flyers such as recruitment flyers in order to recruit people or publicity flyers in order to contribute to the development of publicity campaigns.
Reach set sales goals, measured in revenue or sold units. Reach the target within a specific timeframe, prioritise sold products and services accordingly and plan in advance.
Adjust work schedule in order to maintain permanent shift operation.
Accept, schedule and cancel appointments.
Provide advice to customers on how to apply various cosmetic products such as lotions, powders, nail polish or creams.
Advise business or public organisations on public relations management and strategies in order to ensure efficient communication with target audiences, and proper conveying of information.
Study the contribution of the work processes to the business goals and monitor their efficiency and productivity.
Study clients' needs and expectations for a product or service in order to identify and resolve inconsistencies and possible disagreements of involved stakeholders.
Research data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.
Analyse buying habits or currently prevalent customer behaviour.
Analyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.
Analyse the steps which have been taken in order to reach the organisation's goals in order to assess the progress which has been made, the feasibility of the goals, and to ensure the goals can be met according to deadlines.
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
Evaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.
Study developments and innovation proposals in order to determine their applicability in the business and their feasibility of implementation from various fronts such as economic impact, business image, and consumer response.
The discipline of engineering that combines mechanical, electrical, electronic, software and safety engineering to design motor vehicles such as trucks, vans and automobiles.
Establish a positive, long-term relationship between organisations and interested third parties such as suppliers, distributors, shareholders and other stakeholders in order to inform them of the organisation and its objectives.
Collaborate and perform hands-on work with other departments, managers, supervisors, and workers in different aspects of the business from preparing accounting reports, envisioning the marketing campaigns up to having contact with clients.
Work together with a group of professionals to develop marketing strategies performing market analysis and financial viability while staying aligned with the company's goals.
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.
Organise course of action to promote a product or service; oversee the production of TV advertisements, newspaper and magazine ads, suggest mail packs, email campaigns, websites, stands and other advertising channels
Lead events by managing budget, logistics, event support, security, emergency plans and follow up.
Synchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.
Develop a financial plan according to financial and client regulations, including an investor profile, financial advice, and negotiation and transaction plans.
Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive the process to improve the results.
Gather relevant information and write a well-structured document providing the trajectory of a business project, adapted to an online environment.
Develop and supervise the implementation of policies aimed at documenting and detailing the procedures for the operations of the organisation in the lights of its strategic planning.
Reach out to and meet up with people in a professional context. Find common ground and use your contacts for mutual benefit. Keep track of the people in your personal professional network and stay up to date on their activities.
Create standardised series of actions of a certain order to support the organisation.
Dismiss employees from their job.
Disseminate internal communications using the different communication channels that a company has at its disposal.
Guarantee that employees' activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.
Ensure that the equipment required for operations is regularly checked for faults, that routine maintenance tasks are performed, and that repairs are scheduled and performed in the case of damage or flaws.
Strive to understand the cultural codes of the society where the company operates and to establish a solid communication and mutual understanding with its members.
Establish daily priorities for staff personnel; effectively deal with multi-task workload.
Analyse employees' individual performances over a certain time span and communicate your conclusions to the employee in question or higher management. Evaluate achievements of staff members.
Evaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.
Fix and schedule professional appointments or meetings for clients or superiors.
Welcome guests in a friendly manner in a certain place.
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
Pursue potential customers or products in order to generate additional sales and ensure growth.
Implement strategies which aim to promote a specific product or service, using the developed marketing strategies.
Brief customers about changes, delays or cancellations of planned activities.
Interpret information of call distribution system, a device that transmits incoming calls to specific groups of terminals.
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
Lead, supervise and motivate a group of people, in order to meet the expected results within a given timeline and with the foreseen resources in mind.
Maintain the liaison and exchange of information with regional or local authorities.
Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
File and organise professional administration documents comprehensively, keep customer records, fill in forms or log books and prepare documents about company-related matter.
Make immediate operating decisions as necessary without reference to others, taking into account the circumstances and any relevant procedures and legislation. Determine alone which option is the best for a particular situation.
Analyse business information and consult directors for decision making purposes in a varied array of aspects affecting the prospect, productivity and sustainable operation of a company. Consider the options and alternatives to a challenge and make sound rational decisions based on analysis and experience.
Ensure clear and effective channels of communication across all departments within the organisation and support functions, both internally and externally ensuring that the team is aware of the standards and objectives of the department/business unit. Implement the disciplinary and grievance procedures as required ensuring that a fair and consistent approach to managing performance is consistently achieved. Assist in the recruitment process and manage, train and motivate employees to achieve/exceed their potential using effective performance management techniques. Encourage and develop a team ethic amongst all employees.
Manage the accounts and financial activities of an organisation, supervising that all the documents are correctly maintained, that all the information and calculations are correct, and that proper decisions are being made.
Plan, monitor, report on the budget and prepare set production budgets.
Oversee cleaning activities undertaken by employees.
Negotiate the terms, conditions, costs and other specifications of a contract while making sure they comply with legal requirements and are legally enforceable. Oversee the execution of the contract, agree on and document any changes in line with any legal limitations.
Monitor quick and safe emergency evacuation plans.
Oversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.
Create logistic framework for transporting goods to customers and for receiving returns, execute and follow up the logistics processes and guidelines. Adapt the production processes to the contingencies and constraints of the medium.
Manage and be responsible for employees receiving their wages, review salaries and benefit plans and advise management on payroll and other employment conditions.
Maintain personnel records as well as payroll reports. Record evaluations, promotions or disciplinary actions.
Regularly review sales and profit performance.
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.
Monitor and control the flow of supplies that includes the purchase, storage and movement of the required quality of raw materials, and also work-in-progress inventory. Manage supply chain activities and synchronise supply with demand of production and customer.
Develop, document and implement traffic and workflow processes across the company for different functions. Liaise with several departments and services such as account management and the creative director to plan and resource work.
Increase possible sales volumes and avoid losses through cross-selling, upselling or promotion of additional services.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Perform picking activities in a way that meets quality standards.
Ensure all employees are providing excellent customer service in accordance to company policy.
Monitor the correct functioning of gauges, dials, or display screens to make sure a machine is working.
Command products from relevant suppliers to get convenient and profitable products to purchase.
Monitor and assure the quality of the provided goods or services by overseeing that all the factors of the production meet quality requirements. Supervise product inspection and testing.
Evaluate the condition of a business on its own and in relation to the competitive business domain, performing research, placing data in context of the business' needs and determining areas of opportunity.
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
Analyse the habits and needs of customers and target groups in order to devise and apply new marketing strategies and to sell more goods in a more effective way.
Gather, assess and represent data about target market and customers in order to facilitate strategic development and feasibility studies. Identify market trends.
Identify and assess factors that may jeopardise the success of a project or threaten the organisation's functioning. Implement procedures to avoid or minimise their impact.
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
Set up procedures for maintaining and improving health and safety in the establishment or workplace.
Develop a method to promote a product through different channels, such as television, radio, print and online platforms, social media with the aim to communicate and deliver value to customers.
Schedule long term objectives and immediate to short term objectives through effective medium-term planning and reconciliation processes.
Plans shifts of employees to ensure completion of all customer orders and satisfactory completion of the production plan.
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Promote and nurture the efficient spread of plans and business information throughout the organisation by strengthening the channels of communication at its disposal.
Prepare, compile and communicate reports with broken down cost analysis on the proposal and budget plans of the company. Analyse the financial or social costs and benefits of a project or investment in advance over a given period of time.
Ensure quality and correctness of provided information, depending on the type of audience and context.
Provide resources and prepare employee training activities and workshops; increase efficiency of warehouse operations.
Refer to prices for the client by researching and estimating fare rates.
Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.
Prepare and present periodic reports on the operations, achievements, and results obtained during certain period to higher level managers and directors.
Act as representative of the institution, company or organisation to the outside world.
Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
Sell a variety of cosmetic products such as lotions, soaps, lip sticks, hair removers, perfumes, tooth pastes, face masks, nail polisher and deodorants.
Encourage sales by identifying the customer’s buying needs and by promoting benefits and features of the organisation’s products. Respond to and resolve customer objections and agree to mutually beneficial terms and conditions.
Encourage sales by identifying the customer’s buying needs and by promoting benefits and features of the organisation’s services. Respond to and resolve customer objections and agree to mutually beneficial terms and conditions.
Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
Participate in setting organisational policies that cover issues such as participant eligibility, program requirements, and program benefits for the service users.
Encourage and foster creative processes from setting up brainstorming sessions, incubating ideas, up to contrasting them with other ideas and undergoing feasibility tests of the prospects.
Develop strategies and plans aiming at achieving a sustained company growth, be the company self-owned or somebody else's. Strive with actions to increase revenues and positive cash flows.
Collect and analyse sales levels of products and services in order to use this information for determining the quantities to be produced in the following batches, customer feedback, price trends, and the efficiency of sales methods.
Direct daily operations of different units. Coordinate program/project activities to assure the respect of costs and time.
Instruct students in the theory and practice of marketing, with the aim of assisting them in pursuing a future career in this field, more specifically in courses such as sales strategies, brand marketing techniques, digital sales methodologies, and mobile marketing.
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Apply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
Clean products or surfaces by using solvents to dissolve or extract other unnecessary substances.
Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.