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.
Consumer rights advisors aid consumers with complaints and provide advice and information on rights as a consumer after purchase of products or services. They monitor organisations to ensure compliance to consumer rights standards, and aid consumers in handling disputes.
Competences and skills
27 ESCO relationsEssential knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
2 competencesconsumer law
The area of law that regulates the relationship between consumer and businesses providing goods or services, including consumer protection and regulations on irregular business practices.
consumer protection
The current legislation applicable in relation to the rights of consumers in the marketplace.
Essential skills and competences 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesadvise on consumer rights
Advise consumers as well as retailers and service providers on the legislation concerning consumer rights, what actions consumers may undertake in order to ensure their rights are adhered to, how businesses may improve compliance to consumer rights legislation, and the correct manner to handle disputes.
investigate complaints related to consumer protection
Investigate accidents, incidents and complaints; determine if health, safety and consumer protection procedures have been followed.
Cross-sector
7 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 technical communication skills
Explain technical details to non-technical customers, stakeholders, or any other interested parties in a clear and concise manner.
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.
inspect government policy compliance
Inspect public and private organisations to ensure proper implementation and compliance to government policies which apply to the organisation.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
protect client interests
Protect the interests and needs of a client by taking necessary actions, and researching all possibilities, to ensure that the client obtains their favoured outcome.
respond to enquiries
Respond to enquiries and requests for information from other organisations and members of the public.
Optional knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
3 competencescorporate law
The legal rules that govern how corporate stakeholders (such as shareholders, employees, directors, consumers, etc) interact with one another, and the responsibilities corporations have to their stakeholders.
fraud detection
The techniques used to identify fraudulous activities.
legal research
The methods and procedures of research in legal matters, such as the regulations, and different approaches to analyses and source gathering, and the knowledge on how to adapt the research methodology to a specific case to obtain the required information.
Optional skills and competences 12 competences
Occupation specific
1 competencepromote responsible consumer behaviour
Promote policies, actions and education programmes that encourage healthy lifestyles and proactive participation in sustainable consumption, and that lead to changes in consumers' attitudes, shopping habits and expectations.
green
Sector-specific
1 competencemaintain relations with local representatives
Maintain good relations with representatives of the local scientific, economic and civil society.
Cross-sector
10 competencesadvise on government policy compliance
Advise organisations on how they may improve their compliance to the applicable government policies they are required to adhere to, and the necessary steps which need to be taken in order to ensure complete compliance.
assess quality of services
Test and compare various goods and services in order to assess their quality and to give detailed information to consumers.
compile legal documents
Compile and collect legal documents from a specific case in order to aid an investigation or for a court hearing, in a manner compliant with legal regulations and ensuring records are properly maintained.
ensure law application
Ensure the laws are followed, and where they are broken, that the correct measures are taken to ensure compliance to the law and law enforcement.
keep task records
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
liaise with local authorities
Maintain the liaison and exchange of information with regional or local authorities.
prevent fraudulent activities
Identify and prevent suspicious merchant activity or fraudulent behaviour.
provide legal advice
Provide advice to clients in order to ensure that their actions are compliant with the law, as well as most beneficial for their situation and specific case, such as providing information, documentation, or advice on the course of action for a client should they want to take legal action or legal action is taken against them.
report test findings
Report test results with a focus on findings and recommendations, differentiating results by levels of severity. Include relevant information from the test plan and outline the test methodologies, using metrics, tables, and visual methods to clarify where needed.
use different communication channels
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.