§ OCCUPATION · GLOBAL STANDARDS

customer service representative

Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers.

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Description

Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

customer service knowledge base

OPTIONALAdjacent knowledge that strengthens fit

consumer protection data mining methods e-commerce systems sales activities relationship marketing

Practical Skills

OPTIONALOptional competences

show diplomacy use customer relationship management software contact customers measure customer feedback carry out active selling speak different languages use e-services facilitate official agreement perform data analysis upsell products

Data Source: Unified Global Standards (ISCED, ISCO, O*NET, ESCO)