ST0072: Customer Service Practitioner Level 2
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A Customer Service Practitioner is expected to provide exceptional service to the customers of their organisation. Their core responsibility is to provide support to customers either delivered from the workplace, digitally, or by interacting directly within the customer’s own locality. Customers may be one-off or routine contacts. Customer Service Practitioners are expected to manage a wide range of responsibilities including dealing with orders, payments, offering guidance and appropriate advice, troubleshooting and fixing problems and after care.
A Customer Service Practitioner may be expected to gain insight through their interactions and by measuring overall customer satisfaction. They may often be the first point of contact within the organisation. A Customer Service Practitioner may work in any sector or organisation type.
A Customer Service Practitioner will have an important influence on the experience of the customer and their overall feelings and satisfaction with the organisation. It is therefore crucial they are able to regularly demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when interacting with customers. They are expected to provide a service in line with the organisation’s customer service standards and strategy, as well as within any appropriate regulatory requirements.
Customer interactions may cover a wide range of situations and can include: face-to-face, telephone, post, email, text, live chat and social media.
