Free Associate Customer Care (Non-Voice) Course (4Months)
Associate Customer Care (Non-Voice):
Associate – Customer Care (Non-Voice) in the IT-ITeS Industry is also known as a Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant, Process Associate- Transaction etc.
Brief Job Description: Individuals at this job are responsible for resolving queries and customer cases over web-chat or email. They form the primary layer of contact with the customer and responses may be made on either preexisting email templates or customized mails to the query requirement.
Personal Attributes: This job requires the individual to either work independently or collaboratively in teams to resolve customer queries effectively. The individual should possess excellent communication and interpersonal skills.
Deal remotely with customer queries:
Performance Criteria
To be competent, you must be able to:
PC1. greet customers and verify their details, following your organization’s procedures
PC2. read carefully, summarize, and obtain customer confirmation of, your understanding of queries
PC3. express your concern for any difficulties caused and your commitment to resolving queries
PC4. record and categorize queries accurately using your organization’s query management tool
PC5. refer queries outside your area of competence or authority promptly to appropriate people
PC6. access your organization’s knowledge base for solutions to queries, where available
PC7. resolve queries within your area of competence or authority in line with organizational guidelines and service level agreements (SLAs)
PC8. obtain advice and guidance from appropriate people, where necessary
PC9. obtain confirmation from customers that queries have been resolved to their satisfaction
PC10. record the resolution of queries accurately using your organization’s query management tool
PC11. comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries
Organizational Context
KA1. your organization’s standards, policies, procedures, guidelines and service level agreements for dealing with customer queries and your role and responsibilities in relation to these KA2. your organization’s management tools and systems for recording, categorizing and resolving customer queries KA3. your organization’s customer relationship management (CRM) tools and systems and how to use these KA4. the importance of documenting, classifying and prioritizing customer queries KA5. your organization’s knowledge base and how to use this to identify solutions KA6. where to refer queries outside your authority KA7. who to seek advice and guidance from KA8. the importance resolving customer queries KA9. standard tools, templates and scripts available for dealing with customer queries KA10. limits of your role and responsibilities in relation to customer queries KA11. the importance of keeping customers informed about timescales for progress and resolution of customer queries KA12. typical response times for customer queries and the importance of these B. Technical Knowledge You need to know and understand: KB1. relevant standards, policies, procedures and guidelines that apply when dealing with customer queries KB2. relevant product reference guides or support materials to resolve queries KB3. common types of customer queries and how to resolve them KB4. different styles and approaches when working with customers KB5. techniques for conveying concern and commitment KB6. different questioning techniques for understanding customer queries KB7. issues that may affect customer satisfaction and how to deal with these KB8. current practice in customer service
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. communicate with others in writing
SA2. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA3. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. seek clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
SB2. follow rule-based decision-making processes
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. build and maintain positive and effective relationships with customers
SB5. work effectively in a customer facing environment
SB6. deliver consistent and reliable service to customers
SB7. check that your own work meets customer requirements
SB8. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
Problem Solving
You need to know and understand how to:
SB9. apply problem-solving approaches in different situations
SB10. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB11. pass on relevant information to others
SB12. analyze data and activities Critical Thinking
You need to know and understand how to:
SB13. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB14. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB15. work effectively in a team environment
SB16. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. identify and refer anomalies in data
SC4. keep up to date with changes, procedures and practices in your role
Manage your work to meet requirements:
Performance Criteria
To be competent on the job, you must be able to:
PC1. establish and agree your work requirements with appropriate people
PC2. keep your immediate work area clean and tidy
PC3. utilize your time effectively
PC4. use resources correctly and efficiently
PC5. treat confidential information correctly
PC6. work in line with your organization’s policies and procedures
PC7. work within the limits of your job role
PC8. obtain guidance from appropriate people, where necessary
PC9. ensure your work meets the agreed requirements
Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work KA2. limits of your responsibilities and when to involve others KA3. your specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of thisKA6. your organization’s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of your work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change
Technical Knowledge
You need to know and understand: KB1. the importance of completing work accurately and how to do this KB2. appropriate timescales for completing your work and the implications of not meeting these for you and the organization KB3. resources needed for your work and how to obtain and use these
Generic Skills Writing Skills
You need to know and understand how to:
SA1. complete accurate work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. ask for clarification and advice from line managers
SA4. communicate orally with colleagues
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
SB3. agree objectives and work requirements
Customer Centricity
You need to know and understand how to:
SB4. deliver consistent and reliable service to customers
SB5. check that your own work meets customer requirements
Problem Solving
You need to know and understand how to:
SB6. refer anomalies to the line manager
SB7. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB8. provide relevant information to others
SB9. analyze needs, requirements and dependencies in order to meet your work requirements
Critical Thinking
You need to know and understand how to:
SB10. apply judgments to different situations
Attention to Detail
You need to know and understand how to:
SB11. check your work is complete and free from errors
SB12. get your work checked by peers Team Working
You need to know and understand how to:
SB13. work effectively in a team environment
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively, to input and/or extract data accurately
SC2. identify and refer anomalies in data
SC3. store and retrieve information
SC4. keep up to date with changes, procedures and practices in your role
Work effectively with colleagues:
Performance Criteria (PC) w.r.t. the Scope
To be competent, you must be able to:
PC1. communicate with colleagues clearly, concisely and accurately
PC2. work with colleagues to integrate your work effectively with them
PC3. pass on essential information to colleagues in line with organizational requirements
PC4. work in ways that show respect for colleagues
PC5. carry out commitments you have made to colleagues
PC6. let colleagues know in good time if you cannot carry out your commitments, explaining the reasons
PC7. identify any problems you have working with colleagues and take the initiative to solve these problems
PC8. follow the organization’s policies and procedures for working with colleagues
Organizational Context
You need to know and understand: KA1. your organization’s policies and procedures for working with colleagues and your role and responsibilities in relation to this KA2. the importance of effective communication and establishing good working relationships with colleagues KA3. different methods of communication and the circumstances in which it is appropriate to use these KA4. benefits of developing productive working relationships with colleagues KA5. the importance of creating an environment of trust and mutual respect in an environment where you have no authority over those you are working with KA6. where you do not meet your commitments, the implications this will have on individuals and the organization
Technical knowledge
You need to know and understand:KB1. different types of information that colleagues might need and the importance of providing this information when it is required KB2. the importance of understanding problems from your colleague’s perspective and how to provide support, where necessary, to resolve these
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate, well written work with attention to detail
SA2. communicate effectively with colleagues in writing
Reading Skills
You need to know and understand how to:
SA3. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. ask for clarification and advice from line managers
. Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB3. check that your own work meets customer requirements
SB4. deliver consistent and reliable service to customers
Problem Solving
You need to know and understand how to:
SB5. apply problem solving approaches in different situations
Critical Thinking
You need to know and understand how to:
SB6. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB7. check your work is complete and free from errors
SB8. get your work checked by peers
Team Working
You need to know and understand how to:
SB9. work effectively in a team environment
SB10. work effectively with colleagues and other teams
SB11. treat other cultures with respect
Technical Skills
You need to know and understand how to:
SC1. identify and refer anomalies
SC2. help reach agreements with colleagues
SC3. keep up to date with changes, procedures and practices in your role
Maintain a healthy, safe and secure working environment:
Performance Criteria
To be competent, you must be able to:
PC1. comply with your organization’s current health, safety and security policies and procedures
PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person
PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority
PC4. report any hazards that you are not competent to deal with to the relevant person in line with organizational procedures and warn other people who may be affected
PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently
PC6. identify and recommend opportunities for improving health, safety, and security to the designated person
PC7. complete any health and safety records legibly and accuratel
Organizational Context
You need to know and understand: KA1. legislative requirements and organization’s procedures for health, safety and security and your role and responsibilities in relation to this KA2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace KA3. how and when to report hazards KA4. limits of your responsibility for dealing with hazards KA5. your organization’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of health, safety and security KA7. implications that any non-compliance with health, safety and security may have on individuals and the organization
Technical knowledge
You need to know and understand:KB1. different types of breaches in health, safety and security and how and when to report these KB2. evacuation procedures for workers and visitors KB3. how to summon medical assistance and the emergency services, where necessary KB4. how to use the health, safety and accident reporting procedures and the importance of these KB5. government agencies in the areas of safety, health and security and their norms and services
Core Skills/ Generic Skills Writing Skills
You need to know and understand how to:
SA1. complete accurate, well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to meet health, safety and security requirements
Customer Centricity
You need to know and understand how to:
SB3. build and maintain positive and effective relationships with colleagues and customers
Problem Solving
You need to know and understand how to:
SB4. apply problem solving approaches in different situations
Analytical Thinking
You need to know and understand how to:
SB5. analyze data and activities
Critical Thinking
You need to know and understand how to:
SB6. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB7. check your work is complete and free from errors
SB8. get your work checked by peers Team Working
You need to know and understand how to:
SB9. work effectively in a team environment
Technical Skills
You need to know and understand how to:
SC1. identify and refer anomalies
SC2. help reach agreements with colleagues
SC3. keep up to date with changes, procedures and practices in your role
Provide data/information in standard formats:
Performance Criteria
To be competent, you must be able to:
PC1. establish and agree with appropriate people the data/information you need to provide, the formats in which you need to provide it, and when you need to provide it
PC2. obtain the data/information from reliable sources
PC3. check that the data/information is accurate, complete and up-to-date
PC4. obtain advice or guidance from appropriate people where there are problems with the data/information
PC5. carry out rule-based analysis of the data/information, if required
PC6. insert the data/information into the agreed formats
PC7. check the accuracy of your work, involving colleagues where required
PC8. report any unresolved anomalies in the data/information to appropriate people
PC9. provide complete, accurate and up-to-date data/information to the appropriate people in the required formats on time
. Organizational Context
KA1. your organization’s procedures and guidelines for providing data/information in standard formats and your role and responsibilities in relation to this KA2. the knowledge management culture of your organization KA3. your organization’s policies and procedures for recording and sharing information and the importance of complying with these KA4. the importance of validating data/information before use and how to do this KA5. procedures for updating data in appropriate formats and with proper validation KA6. the purpose of the CRM database KA7. how to use the CRM database to record and extract information KA8. the importance of having your data/information reviewed by others KA9. the scope of any data/information requirements including the level of detail required KA10. the importance of keeping within the scope of work and adhering to timescales
Technical Knowledge
KB1. data/information you may need to provide including the sources and how to do this KB2. templates and formats used for data/information including their purpose and how to use these KB3. different techniques used to obtain data/information and how to apply KB4. these KB5. how to carry out rule-based analysis on the data/information KB6. typical anomalies that may occur in data/information KB7. who to go to in the event of inaccurate data/information and how to report this
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate, well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately
Professional Skills
Decision Making
You need to know and understand how to:
SB1. follow rule-based decision-making processes
SB2. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. check that your own work meets customer requirements
SB5. meet and exceed customer expectations
Problem Solving
You need to know and understand how to:
SB6. apply problem solving approaches in different situations
Analytical Thinking
You need to know and understand how to:
SB7. configure data and disseminate relevant information to others
Critical Thinking
You need to know and understand how to:
SB8. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB9. check your work is complete and free from errors
SB10. get your work checked by peers
Team Working
You need to know and understand how to:
SB11. work effectively in a team environment
. Technical Skills
You need to know and understand how to:
SC1. use information technology effectively, to input and/or extract data accurately
SC2. validate and update data
SC3. identify and refer anomalies in data
SC4. store and retrieve information
SC5. share information using standard formats and templates
SC6. keep up to date with changes, procedures and practices in your role
Guidelines for Assessment:
- Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Each performance criteria (PC) will be assigned Theory and Skill/Practical marks proportional to its importance in NOS.
- The assessment will be conducted online through assessment providers authorised by SSC.
- Format of questions will include a variety of styles suitable to the PC being tested such as multiple choice questions, fill in the blanks, situational judgment test, simulation and programming test.
- To pass a QP, a trainee should pass each individual NOS. Standard passing criteria for each NOS is 70%.
- In case a trainee passes one or more but not all NOSs, the trainee is eligible to take subsequent assessment on the balance NOSs to pass the QP.
