Up-to-date curriculum
Real work environment
Portfolio and projects
Certificate upon completion
What are the key responsibilities ?
A Customer Support Specialist is responsible for helping customers and resolving their issues.
They handle customer inquiries, explain how the product works, and help resolve problems related to the service.
This is a high-demand profession
There are many job openings on
CV Keskus, CV.ee, and LinkedIn.
CV Keskus, CV.ee, and LinkedIn.
Most vacancies are in large companies with bigger teams and budgets
Many career growth opportunities: you can grow within your role, switch industries or move into marketing
Customer Support Specialists are needed across different industries, so you can choose the field that truly suits you
Learn and practice
only the skills you need for the job
Communicating with customers via chat, phone, and email
Working with CRM systems and handling customer requests
Collaboration within the company
You’ll attend online classes in a small group
During the course, you’ll practice real customer support scenarios: we simulate real work processes, learn to work with CRM systems, and collaborate with a team — just like in a real company
Handling common support cases
We practice frequent scenarios: refunds, payment issues, information requests, and complaints
Hands-on CRM practice
You’ll create and manage tickets and build skills in maintaining customer interaction history
Customer communication
We handle customer requests, provide product guidance, and respond to complaints professionally
Internal team communication
You’ll learn how to correctly pass cases between support lines and departments
Syllabus «Customer Support Specialist Course»
you’ll be fully prepared to start working
(2 sessions, 4 academic hours)
Role and functions of a Customer Support Specialist, communication channels, and product presentation methods
Sales techniques in customer support, sales conditions, and handling customer complaints
Role and functions of a Customer Support Specialist, communication channels, and product presentation methods
Sales techniques in customer support, sales conditions, and handling customer complaints
(3 sessions, 6 academic hours)
Principles of customer communication and questioning techniques; customer journey support
Handling requests and identifying customer needs
Polite communication techniques and objection handling
Principles of customer communication and questioning techniques; customer journey support
Handling requests and identifying customer needs
Polite communication techniques and objection handling
(3 sessions, 6 academic hours)
Working with complaints and resolving conflict situations
Behavior in stressful situations and developing stress-resilience skills
Internal collaboration within the company to resolve customer requests
Working with complaints and resolving conflict situations
Behavior in stressful situations and developing stress-resilience skills
Internal collaboration within the company to resolve customer requests
(4 sessions, 8 academic hours)
CRM fundamentals (Customer Relationship Management systems)
Using AI tools to solve business tasks
Ticketing systems basics: ticket creation and request handling
Calculations and basic financial operations within role responsibilities
CRM fundamentals (Customer Relationship Management systems)
Using AI tools to solve business tasks
Ticketing systems basics: ticket creation and request handling
Calculations and basic financial operations within role responsibilities
(3 sessions, 4 academic hours)
Self-organization and planning skills: task management and working with Google Calendar
Key performance metrics: KPI (Key Performance Indicators) and NPS (Net Promoter Score)
Working with customer feedback and preparing presentations based on your performance results
Self-organization and planning skills: task management and working with Google Calendar
Key performance metrics: KPI (Key Performance Indicators) and NPS (Net Promoter Score)
Working with customer feedback and preparing presentations based on your performance results
(2 sessions, 4 academic hours)
CV and LinkedIn profile: CV creation and LinkedIn profile design and optimization
Soft skills for interviews: developing key personal skills and preparing answers to common interview questions
Mock interview: simulating typical interview scenarios
CV and LinkedIn profile: CV creation and LinkedIn profile design and optimization
Soft skills for interviews: developing key personal skills and preparing answers to common interview questions
Mock interview: simulating typical interview scenarios
Build a strong set of skills and tools
YouTrack
Zoho CRM
Sales force CRM
Calendly
Miro
Tally
Simpl Books
Stripe
Clear and transparent career growth
Your salary depends on your level and grows steadily as you gain experience
Start a new profession from scratch in just 2 months
Customer Support
Manager
Manager
Desired Salary
от 1200 €
Work mode
on-site/ remote
Skills
- Understand the role of customer support and its impact on company performance
- Communicate professionally with customers across multiple channels (chat, email, phone)
- Use polite communication techniques, active listening, and conflict de-escalation
- Work with modern CRM systems and customer request management platforms
- Understand basic payment processes and transaction validation workflows
- Create clear commercial offers and provide customers with relevant information
- Navigate key customer service metrics (NPS, CSAT, KPI)
- Analyze customer requests, classify issues, and find optimal solutions
Projects
- Provided customer support for an online platform via chat and email
- Worked with a CRM system: handling requests, creating tickets, and updating customer data
- Analyzed customer cases and prepared recommendations to improve service quality
- Participated in a training project simulating the daily work of a Customer Support Specialist
- Practiced handling complex cases, including refunds and payment-related issues
Tools
YouTrack
Zoho CRM
Sales force CRM
Calendly
Miro
Tally
Simpl Books
Stripe
Course fee
«Customer support»
«Customer support»
You can pay through your employer or your own company
We can help you claim a tax refund
Installment plan
Pay for the course in installments through a partner bank.
Payment methods
Several payment options available, choose the one that suits you best.
Discounts
Individual conditions for self-funded course payments.
Financial support
Contact a consultant for details.
FAQ
An experienced instructor who has verified experience in Customer support and Sales.
Yes, we will issue a certificate of completion confirming that you have successfully completed the course.
You can pay by bank transfer or bank card, pay the full amount upfront or in installments. It is also possible to pay for the course through a company.
© Tallinn Learning OÜ
Registration code 16379183
Registration code 16379183
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