Qualification Standard

Authorising body: Ministry of Industry and Trade
Group of fields: Business
Validity of standard: from 29/6/2015
Qualification level: 4

Qualification Standard

Vocational competence Level

Executing VIP customers’ requests, including complaints, by phone and considering any broader circumstances

4

Offer and sale of products by phone

3

Handling customer complaints by phone

4

Correspondence and electronic communication in a call centre

3

Evaluation, analysis, reporting, presentation of results in customer service, and providing feedback

4

Knowledge and comprehension of legal standards in customer protection and personal data protection, and of standards for credit cards handling

4

Training of another person in a call centre

4

Providing distant customer service in English at a minimum level (B2)

5

Knowledge and comprehension of customer service tasks in a company management

4

Following entities have contributed

The qualification standard was prepared by the Sector Council for trade and marketing. It has been established and licensed for this activity by the Chamber of Commerce of the Czech Republic and the Confederation of Industry of the Czech Republic.

 

Following entities represented in the work group have contributed:

BlueLink International CZ, s. r. o.

SANTIA

SPAR Česká obchodní společnost, s. r. o.