Customer service management

Customer service management involves managing customer service functions, such as responding to issue reports, information and access requests.

Imenukuliwa kutoka UK GDaD PCF.

Viwango

1. Uelewa: You can:

explain customer service management processes
provide customer service management support under supervision
2. Utendaji: You can:

resolve user requests to a minimum of the agreed service level agreement
empathise with the end user
use customer-focused metrics to achieve the desired outcome
3. Mtaalamu: You can:

resolve user requests, maintaining a high level of customer service
deal with complex complaints
use empathy to understand and meet customer needs
4. Bingwa: You can:

translate lessons learnt into continual service improvement
oversee the full range of customer service functions, including reviewing customer service satisfaction
investigate which processes can be automated and the ways to automate them

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Ujuzi wa karibu zaidi wa ESCO

manage customer service (ulinganifu wa karibu)
establish an ICT customer support process (ulinganifu wa karibu)
provide ICT support (ulinganifu mwembamba)

Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.

Ngazi za majukumu zinazotarajia ujuzi huu

Ngazi ya jukumu	Jukumu	Daraja	Kiwango kinachotarajiwa
Mchambuzi wa dawati la huduma	Mchambuzi wa dawati la huduma	3	Utendaji
Mchambuzi wa kiufundi wa dawati la huduma	Mchambuzi wa dawati la huduma	4	Utendaji
Mchambuzi mwandamizi wa dawati la huduma	Mchambuzi wa dawati la huduma	5	Mtaalamu
Meneja wa dawati la huduma	Mchambuzi wa dawati la huduma	6	Bingwa
Mkuu wa dawati la huduma	Mchambuzi wa dawati la huduma	7	Bingwa