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Qualification: Certificate of professional qualification: Customer Service Specialist

Certificate of professional qualification: Customer Service Specialist

Qualification Information

Learning outcomes are formulated in accordance with the relevant occupational standard: Occupational standards register



Competences:

1. The knowledge necessary for performance of the basic tasks of the professional activity at the level of notion:
1.1. types of business activity  in the customer service sectors;
1.2. European Convention on the personal data protection;
1.3. procurement procedures;
1.4. methodology for obtaining information.
2. The knowledge necessary for performance of the basic tasks of the professional activity at the level of understanding:
2.1. partners and competitors of the organisation;
2.2. product development technological process;
2.3. record keeping;
2.4. accounting;
2.5. basic principles of the archived files;
2.6. consumer rights protection;
2.7. circulation of the financial source documents;
2.8. organization management documents;
2.9. payment types and possibilities;
2.10. environmental protection;
2.11. legal employment relations;
2.12. basics of the organisation psychology;
2.13. theory of the personality development;
2.14. professional terms in the official, English or German and Russian languages.
3. The knowledge necessary for performance of the basic tasks of the professional activity at the level of use:
3.1. commercial register;
3.2. types of gathering information on the range of products;
3.3. customer acceptance and service organisation;
3.4. business communication;
3.5. professional ethics;
3.6. stages of the dialogue process;
3.7. official language;
3.8. English or German and Russian language at the level of communication;
3.9. types and use of the product catalogues ;
3.10. making presentation and delivering principles;
3.11. software and its use;
3.12. office equipment and its use options;
3.13. specialised database software;
3.14. drawing up financial source documents;
3.15. types of electronical cards;
3.16. processing technology of electronical cards;
3.17. documentation of the provided products;
3.18. work assessment types;
3.19. labour protection;
3.20. ergonomic principles.



Skills:

1. To provide information about the structure and work direction of the company.
2. To orientate in the specific character of the company.
3. To observe the documents regulating the  operation of the company.
4. To provide professional information about the  products of the company.
5. To provide information about the product prices and payment order.
6. To cooperate with the company’s employees and partners.
7. To comply with professional ethics and generally accepted standards of public decency.
8. To register clients.
9. To help clients to choose the most appropriate types of services and products.
10. To maintain business contacts with the clients.
11. To have a good command of the official language.
12. To have a good command of the English or German and Russian languages at the level of communication.
13. To use professional terminology in the official, English or German and Russian languages.
14. To work with different information presentation sources (e.g. website, presentations, leaflets) and offer them to the clients.
15. To design the questionnaire and process the gained information.
16. To use the specialised data bases.
17. To make presentations.
18. To acquire the latest information technologies and their application in practice.
19. To draw up the management documents according to the record-keeping laws and regulations.
20. To observe the commercial information protection and confidentiality.
21. To perform business correspondence with customers.
22. To cooperate with other structural units of the company.
23. To organise the documentation of the meetings and conferences.
24. To ensure the document circulation in the customer service process.
25. To draw up the documents for the provided services.
26. To perform the service records.
27. To fill in the financial source documents.
28. To fill in documents for the order and acceptance of goods.
29. To work with specialised accountancy software.
30. To check the information about the buyers and suppliers.
31. To develop and control product supply schedules.
32. To provide information on the stocks of the product and the receipt opportunities.
33. To make the cash and non-cash settlements with customers
34. To make payments with the electronic payment cards.
35. To work with the cash register/system.
36. To observe the labour protection regulations.
37. To observe the fire safety rules.
38. To use the computer techniques and office equipment.
39. To comply with the rules on the office equipment use.
40. To plan and organise the own work.
41. To perform the work independently and in a team.
42. To comply with the order set by the company on the information and document circulation.
43. To solve problem situations.



Knowledge:

1. To provide information about the structure and work direction of the company.
2. To orientate in the specific character of the company.
3. To observe the documents regulating the  operation of the company.
4. To provide professional information about the  products of the company.
5. To provide information about the product prices and payment order.
6. To cooperate with the company’s employees and partners.
7. To comply with professional ethics and generally accepted standards of public decency.
8. To register clients.
9. To help clients to choose the most appropriate types of services and products.
10. To maintain business contacts with the clients.
11. To have a good command of the official language.
12. To have a good command of the English or German and Russian languages at the level of communication.
13. To use professional terminology in the official, English or German and Russian languages.
14. To work with different information presentation sources (e.g. website, presentations, leaflets) and offer them to the clients.
15. To design the questionnaire and process the gained information.
16. To use the specialised data bases.
17. To make presentations.
18. To acquire the latest information technologies and their application in practice.
19. To draw up the management documents according to the record-keeping laws and regulations.
20. To observe the commercial information protection and confidentiality.
21. To perform business correspondence with customers.
22. To cooperate with other structural units of the company.
23. To organise the documentation of the meetings and conferences.
24. To ensure the document circulation in the customer service process.
25. To draw up the documents for the provided services.
26. To perform the service records.
27. To fill in the financial source documents.
28. To fill in documents for the order and acceptance of goods.
29. To work with specialised accountancy software.
30. To check the information about the buyers and suppliers.
31. To develop and control product supply schedules.
32. To provide information on the stocks of the product and the receipt opportunities.
33. To make the cash and non-cash settlements with customers
34. To make payments with the electronic payment cards.
35. To work with the cash register/system.
36. To observe the labour protection regulations.
37. To observe the fire safety rules.
38. To use the computer techniques and office equipment.
39. To comply with the rules on the office equipment use.
40. To plan and organise the own work.
41. To perform the work independently and in a team.
42. To comply with the order set by the company on the information and document circulation.
43. To solve problem situations.

Reference Data

EQF Level:
Thematic area:
Information Language:
Location:
NQF Level: 
4
Awarding body: 

- Mācību centrs "Buts"

Awarding body contact info: 

LĀČPLĒŠA IELA 125, RĪGA, LV-1003
Tālr.: 67221736
Fakss: 67221744
E-pasts: buts@buts.lv

Source of information: 
National occupation classification: 

ISCO-08

Relationship type: 

Customer service specialist (4222 07)

Access requirements: 

Certificate of general secondary education or Diploma of vocational secondary education

Ways to acquire: 

Formal (through education programmes) or
Formal (through non-formal education acquired competence recognition process, completing the qualifications professional examination)