Level 3 Customer Service Specialist
Earners of this badge have demonstrated competence as a Customer Service Specialist based on the occupational standard published by IFATE. This includes applied knowledge of how to resolve complex requests, demonstrate continuous improvement and future focus and understand the customer service culture & environment. Skills and behaviours demonstrated include the ability to assess situations and find solutions, utilise IT skills, self awareness, strong communication skills and collaborate.
- Type Validation
Skills
- Adaptable
- Analysis
- Business Process
- Communications
- Cross functional collaboration
- Customer Centric
- Customer Experience Improvement
- Customer Relationship Building
- Customer Service
- Customer Service Principles
- Empathy
- Insight
- maintaining records
- Multi channel support
- Patience
- Problem Solving
- Resilience
- Self-Awareness
- Service Delivery Improvement
- Supportive
- Team Work
- Time Management
Earning Criteria
-
Successfully met the requirements of the Customer Service Specialist End-point Assessment delivered by Pearson as a registered EPAO. The End-point Assessment consists of a Work-based project supported by an interview, Professional discussion underpinned by a portfolio of evidence and Practical observation with questions and answers.
-
Completed a minimum of 15 months learning and development to meet the knowledge, skills and behaviours in the Customer Service Specialist occupational standard.
-
Achieved Level 2 English and Maths qualifications.
Standards
A Customer Service Specialist is an advocate of customer service and acts as a referral point for dealing with complex or technical customer requests, complaints, and queries. They will gather and analyse data and customer information that will influence change and improvements in service, in many types of environments.