Customer Care
Support, interpret, and prioritise customer experiences through customer relationship management, to provide customer care and build customer-centric organisations.
Type
Functional
Competency Area
Customer Support
Levels
Supports customer care practices
Aware of key customer care practices and principles (personalised, convenient, proactive, etc.)
Recognises the role of customer relationship management (CRM) tools and solution in customer care
Participates in discussions about building customer-centric organisations
Supports team responses to customer queries, through existing research
Navigates CRM and interprets customer queries
Documents customer care practices and supports the team with the same
Navigates CRM tools and softwares to interact and manage customer relationships
Identifies habits that define a customer-centric organisation (listening to customer viewpoints, soliciting feedback, etc.)
Interprets customers queries using customer support frameworks (hear, empathise, diagnose, etc.)
Applies customer care practices
Applies customer care practices, keeping in mind organisational excellence
Analyses data and information from CRM tools to gain actionable insights about customers
Investigates customer feedback and surveys to determine areas of improvements
Proposes customer support frameworks to improve customer experience
Streamlines customer care practices
Streamlines customer care practices with larger organisational aims and priorities
Integrates every interaction with customers into the CRM software
Designs methods to keep tabs of customer requests that help build customer-centricity
Prioritises customer support success through relevant strategies, frameworks, and systems