Competency Details ( Customer Management ) | Financial Academy

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Jadarat Dictionary

Customer Management

Efficiency Technical Competency

Forms positive relationships with existing customers by consistently and efficiently delivering value through trustful long term relationships.

Jadarat Code: T23

Level 1

Has basic knowledge of the customer management methods used to communicate with customers, to better understand and address their needs and concerns, and knows how to use and maintain the record keeping systems. Shows basic understanding of how to gather customer feedback on some products and services to deliver value within the context of own job.

Level 2

Possesses specialised knowledge of the customer management methods, taking customer feedback, and maintaining record keeping systems. Executes some customer management activities and stays aware of the business strategic objectives and profit and loss drivers. Understands the different methods used to monitor and build customer satisfaction across the teams.

Level 3

Deeply understands the customer management methods and engages and communicates effectively with existing customers. Utilizes customer management techniques to build positive relationships with new customers, nurture their trust and maintain their loyalty, by addressing their needs and concerns.

Level 4

Uses full knowledge to develop and implement policies and procedures related to building and maintaining positive customer relationships. Provides expertise across the departments, to monitor and manage complex problems, such as dissatisfied customers or deviant requests, and uses gathered insights to offer value-added solutions to customers.

Level 5

Applies subject matter expertise to develop customer management strategies to improve business relationships with new and existing customers. Provides expertise to drive the optimisation of customer management methods, techniques and practices across the organization, to achieve customer retention and build customer experience.