Applies subject matter expertise in developing and leading initiatives that achieve customer service excellence. Provides expertise and guidance to recommend and develop innovative service delivery approaches, with the key customers in mind, in order to create excellent customer experience and achieve high satisfaction levels.

Uses full knowledge to create initiatives that proactively identify/ seek and address customer needs. Builds on own expertise to establish the standards for customer service delivery and excellence, to improve customer relationship in support of long-term interests and the enhancement of customer experience and satisfaction.

Deeply understands the various customer service activities and follows up with key customer stakeholders to ensure that their requests are being met. Adapts the solutions provided to improve the quality of services and to proactively address customer concerns to regularly improve customer experience.

Possesses specialised knowledge of the customer service activities and how to maintain good relationships with key customers. Seeks relevant information from the customers to understand their expectations and concerns, and initiates the necessary actions to respond to/address them in a customer-focused manner.

Demonstrates basic understanding of customer service activities and how to identify/ anticipate simple customer needs. Identifies the different types of customers, their concerns and expectations. Demonstrates basic knowledge of the internal processes to follow when addressing routine customer requests and is able to proceed with the initial steps.