Customer Service Supervision Levels 3 & 4

The standards are for anyone whose role requires them to deliver, supervise or manage customer service. In some cases individuals may be in roles that carry a customer service specific job title (for example, Customer Service Representative, Customer Service Supervisor, or Vice President, Customer Service) and they may be in a designated Customer Service Department.

In other cases, their job title may not be explicitly related to customer service (for example, Receptionist, Team Leader or Operations Manager) but nevertheless, an important part of their role is seen by them and their employing organization to be to deliver, supervise or manage customer service.

Customer Service Supervision

Individuals in this work role are usually responsible for:

• Overseeing their department’s overall daily operational activities
• Supervising the daily functions and performance of customer service staff
• Training and coaching frontline staff
• Supporting department staff in customer contacts
• Enforcing policies
• Maintaining extensive knowledge of customer requirements, company procedure and product/service information
• Providing problem resolution for customer service staff
• Performing direct sales and customer service as and when required