Dealing with customer queries, purchases and complaints.
Duration: 15 months
Qualification: Level 3 Customer Service Specialist
Details of standards
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types. You are an advocate of Customer Service who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries.
You are often an escalation point for complicated or ongoing customer problems. As an expert in your organisation’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyse data and customer information that influences change and improvements in service.
Utilising both organisational and generic IT systems to carry out your role with an awareness of other digital technologies. This could be in many types of environment including contact centres, retail, webchat, service industry or any customer service point.
You must achieve level 2 English and Maths prior to taking the end-point assessment. Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at the Professional level. Should you choose to progress on a customer service career path, you may be eligible for further professional membership including management.
Success is simple. Do what’s right, the right way, at the right time.
Arnold H. Glasgow
For more information about the Customer Service Apprenticeship, please contact us on 01275 627 655 or email firstname.lastname@example.org. We look forward to hearing from you.