ST0071: Customer Service Specialist Level 3
Version 1.1 / 1.0
The main purpose of a Customer Service Specialist is to be a ‘professional’ in providing direct customer support within all sectors and organisation types. A Customer Service Specialist are expected to be an advocate of exceptional customer service and act as a referral point for dealing with more complex or technical customer requests, complaints, and queries. A Customer Service Specialist often acts as an escalation point for complicated or ongoing customer problems.
As an expert in their organisation’s products and/or services, a Customer Service Specialist is expected to share knowledge with their wider team and provide training and guidance to colleagues. They will often gather and analyse data, as well as customer information that helps them to identify and carry out changes and improvements in the customer service provided by their organisation. A Customer Service Specialist is expected to utilise both organisational and generic IT systems and carry out their role with an awareness of the impact of other digital technologies their customers may use in the course of their interactions with the organisation.
A Customer Service Specialist may be expected to work in many types of environments including contact centres, retail, online support including web chat, the service industry or any customer touch point.
