The global skills and competency framework for the digital world

Customer service support CSMG

Managing and operating customer service or service desk functions.

Revision notes

Updates for SFIA 9

  • Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions).
  • Content and/or readability changes have been made to levels 1, 2, 3, 4, 5, and 6.
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping may be impacted by this change.

Guidance notes

Customer service support can be managed and delivered across a variety of environments, such as physical contact centres, distributed or virtual teams, and through automated systems like chatbots or self-service portals. These functions may be applied in any customer-facing context, including but not limited to contact centres, service desks, and digital customer interaction channels.

Activities may include, but are not limited to:

  • managing customer service functions and teams
  • acting as a point of contact for customers and clients
  • responding to inquiries and issues
  • handling requests for information or assistance
  • managing access to products, services, or systems
  • processing and fulfilling service requests
  • maintaining customer satisfaction.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

1 2 3 4 5 6

Customer service support: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Receives and handles routine customer inquiries and requests, following established procedures.

Accurately records customer interactions and maintains relevant records.

Escalates complex issues to appropriate team members or departments.

Customer service support: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Responds to common customer service requests, providing information to enable fulfilment or resolution.

Allocates unresolved calls, requests, or issues to appropriate functions.

Contributes to the maintenance of customer service knowledge bases and documentation.

Assists in monitoring customer satisfaction metrics.

Customer service support: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Acts as a routine contact point for customers, handling a wide range of inquiries and service requests.

Performs initial investigation and diagnosis of customer issues, resolving them where possible or escalating as needed.

Contributes to the development of service standards and procedures.

Assists in analysing service performance data and identifying areas for improvement.

Customer service support: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Monitors service delivery across multiple channels and analyses performance data.

Contributes to the development and implementation of service standards and procedures. Provides technical and procedural guidance to team members.

Identifies trends in customer inquiries and service issues, recommending process improvements.

Collaborates with other departments to enhance the overall customer experience.

Customer service support: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Manages day-to-day operations of the customer service function, including resource planning and work allocation.

Develops and implements service standards, policies and procedures. Analyses service metrics and customer feedback to drive continuous improvement initiatives.

Ensures the service catalogue is comprehensive, up-to-date and aligned with organisational goals.

Develops approaches to enhance customer satisfaction.

Customer service support: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Shapes the strategic direction for customer service across the organisation.

Defines service channels, service levels, standards and the monitoring process for customer service or service desk staff. Champions the service culture required to deliver organisational outcomes.

Leads the development and implementation of organisational frameworks for complaints, service standards and operational agreements.

Takes responsibility for business continuity and legal, regulatory and contractual compliance.

Keywords
Large change