Elements and Performance Criteria
- Communicate with customers online.
- Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.
- Communicate with customers online using appropriate communication styles and within designated response times.
- Use correct spelling and grammar when communicating with customers in written form.
- Identify and take opportunities to improve customer experience within scope of own responsibility.
- Promote customer loyalty and repeat business when communicating with customers online.
- Request referrals, ratings and user-generated content from customers.
- Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.
- Record customer interactions and feedback according to organisational policies and procedures.
- Make suggestions for improved customer service standards and procedures to relevant personnel.
- Respond to customer difficulties online.
- Identify customer difficulties and provide required support.
- Identify customer dissatisfaction and take action to avoid escalation.
- Follow organisational online customer service standards and procedures to respond to customer complaints.
- Refer complex customer complaints to relevant personnel for action.
- Maintain a professional manner during online customer interactions.
- Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.
- Process online refunds and exchanges.