Customer service & experience

Head of a customer-service section

Management tier: First-line (section head)

Required competencies

Service-process execution & case management Advanced Critical
Complaint handling & service recovery Advanced Critical
Service standards & SLAs Advanced Important
Frontline communication Advanced Important
Work planning & delegation · From the management tier Foundational Important
Performance feedback & coaching · From the management tier Foundational Important
Problem solving & decision making In preparation · From the management tier Foundational Important
Managing upward & reporting In preparation · From the management tier Foundational Important
Voice-of-customer measurement Advanced Supporting