A professional for direct customer support within all sectors and organization types
Occupational Profile
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organization 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 organization’s products and/or services, you share knowledge with your wider team and colleagues. You gather and analyze data and customer information that influences change and improvements in service. Utilizing both organizational 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 centers, retail, webchat, service industry or any customer service point.
Summary of standard
https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist/
Full standard
