Level 3 Certificate in Customer Support & Services
The Level 3 Certificate in Customer Support & Services offered by OXQUAL develops intermediate and supervisory competence in customer experience, service quality, digital support and customer-service leadership. Learners explore advanced communication, team supervision, co...
About this qualification
The Level 3 Certificate in Customer Support & Services offered by OXQUAL develops intermediate and supervisory competence in customer experience, service quality, digital support and customer-service leadership.
Learners explore advanced communication, team supervision, complaint resolution, CRM systems, multichannel support and practical service-improvement planning.
Career-focused
Develop relevant skills and knowledge that can support your next professional step.
What you'll cover
Key topics covered in this OXQUAL programme include:
- Principles of Customer Support and Services
- Advanced Customer-Service Concepts
- Customer Experience Management
- Customer Journey Mapping
- Customer Touchpoints
- Advanced Communication
- Active Listening
- Empathy and Persuasive Communication
- Conflict Resolution
- Customer-Service Team Supervision
- Leadership and Coaching
- Service-Team Performance Management
- Digital Customer Support
- Online Chat
- Social-Media Support
- Email Support
- AI-Enabled Support Awareness
- Service-Quality Standards
- Customer-Service KPIs
- Quality Assurance
- Complaint Resolution
- Escalated-Issue Management
- Customer Relationship Management Systems
- Customer Data and Insights
- Cultural Awareness
- Global Service Delivery
- Customer-Service Improvement Project
Who it's designed for
This OXQUAL programme is suitable for:
- Customer-Service Supervisors
- Team Leaders
- Call-Centre Professionals
- Helpdesk Personnel
- Service-Quality Officers
- Customer-Service Trainers
- Individuals preparing for customer-support management roles
What you'll gain
Successful completion of this OXQUAL programme can help learners to:
- Develop advanced customer-support competence.
- Improve customer-experience management.
- Strengthen supervisory and coaching skills.
- Manage multichannel customer support.
- Resolve complex complaints effectively.
- Use CRM systems and service data more effectively.
- Improve customer-service quality assurance.
- Design practical service-improvement initiatives.
How this qualification is assessed
The assessment pattern for this OXQUAL programme is outlined below.
- Assessment Type: Written examination, project submission and practical evaluation.
- Format: Multiple-choice questions, short answers, applied case study and capstone project.
- Total Questions: 70 theory questions plus 1 case study and 1 project.
- Passing Score: 70%.
- Duration: 2 hours written plus 3 weeks for project submission.
- Certification: Level 3 Certificate in Customer Support & Services.
Have questions about this qualification?
Our team can help you understand the programme, assessment requirements and next steps.
Contact us