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Examinations → Customer Service & Customer Experience → Level 3

ROLE-BASED PROFESSIONAL CERTIFICATION

Certified Customer Service Supervisor

Leads front-line service performance and coaches consistent behaviour.

$127.00

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Part A50 knowledge questions
Part B5 scenarios × 10 questions
70%in each part independently
Development bookletafter the first attempt

THE PROFESSIONAL ROLE

Certified Customer Service Supervisor

Leads front-line service performance and coaches consistent behaviour.

Key responsibilities of this role

  1. Set daily service expectations.
  2. Allocate workload and monitor queues.
  3. Monitor quality and service measures.
  4. Coach employees and correct performance.
  5. Manage escalations and recurring issues.

This level is suitable for professionals performing these responsibilities now or preparing to progress into them.

COMPETENCIES MEASURED

Core competencies

The examination measures your ability to apply these competencies within the role—not simply recall terminology.

  • ✓Team supervision
  • ✓Quality monitoring
  • ✓Coaching and feedback
  • ✓Escalation management
  • ✓Service KPIs

How you are assessed

Part A assesses knowledge and understanding through 50 multiple-choice questions. Part B assesses professional judgement through five applied scenarios with ten questions each. Both parts must be passed independently.

Value beyond the result

After your first attempt, you receive a rich development booklet. When you meet the pass requirements, you earn a verifiable certificate that can strengthen your CV and professional profile.

Ready to prove your capability?

Choose this level when it reflects your current responsibilities or the next role you are preparing to achieve.

Start the examination →