Top 11 Customer Service Administrator Certifications
This article provides an overview of the top certifications for customer service administrators, including descriptions and requirements for each.
Published 18 min read
Certifications are important for a customer service administrator in the job market as they demonstrate a level of expertise and professionalism that employers seek in their employees. Certifications show that an individual has taken the time to learn the necessary skills and knowledge to excel in their position, and can be used to prove competency when applying for roles. Additionally, certifications can help an individual stand out from other applicants, and may increase the chances of being offered a job. Employers often look favorably on candidates with certifications as it shows dedication and commitment to their profession.
The purpose of this article is to provide an overview of the top certifications for Customer Service Administrators and explain how they can help propel a customer service administrator's career.
What are Customer Service Administrator Certifications?
Customer Service Administrator Certification is a program designed to help professionals develop the skills and knowledge needed to provide exceptional customer service. This certification covers topics such as customer service best practices, communication techniques, customer problem resolution, customer feedback management, and more. The certification also provides an understanding of customer service in an ever-changing technological environment.
The certification can be beneficial for anyone who works in a customer-facing role or is looking to advance their career in the field of customer service. It can help individuals gain the necessary skills required to provide high-quality customer service and create long-term relationships with customers. By having this certification, individuals can demonstrate their commitment to providing excellent customer service and show employers that they have the knowledge and capability to succeed in this area. Additionally, those with this certification may have an advantage when applying for jobs or promotions within their current organization.
Pro tip: Consider getting certified in a customer service administrator role to demonstrate your knowledge and commitment to providing excellent customer service. Certification can help you stand out in the job market, as employers will recognize that you have a comprehensive understanding of customer service best practices.
Top 11 Customer Service Administrator Certifications
Here’s our list of the best certifications available to Customer Service Administrators today.
1. Certified Customer Service Professional (CCSP)
Certified Customer Service Professional (CCSP) is a certification program offered by the International Customer Service Association (ICSA). It is designed to recognize customer service professionals who demonstrate a high level of knowledge and expertise in the field. The CCSP certification requires that candidates demonstrate their skills and knowledge in areas such as customer service, communication, problem solving, and customer relations.
The CCSP certification process typically takes between six to nine months to complete. Candidates must first submit an application with supporting documentation and fees. After the application is approved, candidates must take a written exam which covers topics such as customer service principles, communication techniques, problem solving strategies, customer relations management, and professional ethics. After passing the exam, candidates will receive their CCSP certification.
The cost of obtaining a CCSP certification varies depending on the country or region where you are located. In most cases, it will cost between $200 and $600 USD for the application fee plus additional costs for any required materials or exams.
In order to maintain your CCSP certification status, you must complete continuing education courses every three years. The ICSA also offers recertification exams which can be taken every two years if desired.
2. Certified Professional in Customer Relationship Management (CPCRM)
A Certified Professional in Customer Relationship Management (CPCRM) is a certification program designed to recognize professionals who have achieved a high level of proficiency in customer relationship management (CRM). This certification is offered by the American Association of Customer Relationship Management (AACRM).
The CPCRM certification requires applicants to demonstrate their knowledge and understanding of CRM principles, processes, and best practices. It also requires them to demonstrate their ability to apply these concepts in real-world scenarios. The program consists of three levels: Foundation, Intermediate, and Advanced. Each level has its own set of requirements that must be met before an individual can become certified.
In order to obtain the CPCRM certification, individuals must first complete the Foundation level training course. This course covers topics such as customer segmentation, customer service strategies, CRM technology, data analysis and reporting, and more. After completing the Foundation course, individuals must pass an exam that tests their knowledge of CRM concepts and principles. Once they have passed this exam, they can move on to the Intermediate or Advanced level courses.
The Intermediate and Advanced level courses cover topics such as marketing automation, sales force automation, analytics and reporting tools, customer experience management strategies, and more. These courses require applicants to demonstrate their ability to apply CRM strategies in real-world scenarios. Upon completion of each course’s requirements (including passing an exam), individuals will receive their CPCRM certification.
It typically takes between 6 months and 1 year for individuals to complete all three levels of the CPCRM certification program depending on how quickly they are able to complete each course’s requirements.
The cost for obtaining the CPCRM certification varies depending on which training provider you choose to use for your studies. Generally speaking however it can cost anywhere from $1,500 - $2,500 USD for all three levels combined.
3. Certified Customer Service Manager (CCSM)
Certified Customer Service Manager (CCSM) is a professional certification program designed to recognize customer service professionals who have demonstrated the knowledge and skills necessary to effectively manage customer service operations. This certification is offered by the International Customer Service Association (ICSA).
The CCSM program consists of two parts: an online exam and a practical application project. The online exam covers topics such as customer service strategies, customer satisfaction measurement, customer service technology, and management techniques. The practical application project requires candidates to develop and implement a customer service plan for their organization or client.
The CCSM certification process typically takes about six months from start to finish. Candidates must first complete the online exam, which typically takes between three and four hours. Once the exam has been successfully completed, candidates can then submit their practical application project for review by ICSA's panel of experts.
The cost of the CCSM certification varies depending on whether you are taking the exam alone or with a partner or group. If you take the exam alone, it will cost $495 USD; if you take it with a partner or group, it will cost $795 USD.
4. Certified Contact Center Professional (CCCP)
Certified Contact Center Professional (CCCP) is a professional certification program that recognizes individuals who demonstrate a high level of knowledge and expertise in the contact center industry. It is designed to help contact center professionals improve their skills, increase their value to employers, and advance their careers.
The CCCP certification program consists of two components: an online course and an exam. The online course covers topics such as customer service, communication, problem solving, technology, and quality assurance. The exam tests the candidate's knowledge of these topics and assesses their ability to apply them in a contact center environment.
The CCCP certification process typically takes about six months to complete. Candidates must first register for the online course and then take the exam within six months of completing the course. Once the exam has been successfully passed, candidates will receive their official CCCP certificate from the International Customer Service Association (ICSA).
The cost of obtaining CCCP certification varies depending on which version of the program you choose. The basic version costs $295 USD while the premium version costs $495 USD. Both versions include access to all materials necessary for successful completion of the program including study guides, practice exams, and more.
5. Certified Support Professional (CSP)
Certified Support Professional (CSP) is a certification program designed to recognize individuals with the knowledge and skills necessary to provide excellent customer service. The CSP certification is offered by the Customer Service Institute of America (CSIA). It is a comprehensive program that covers all aspects of customer service, including communication, problem solving, and conflict resolution.
The CSP certification requires a minimum of 40 hours of training, which can be completed in an online or classroom setting. Upon completion of the training, individuals must pass an exam to earn their CSP certification. The exam consists of multiple-choice questions and case studies.
The cost for the CSP certification varies depending on the provider. Generally speaking, it costs between $500-$1000 for the entire program. Some providers also offer discounts for groups or organizations that are interested in obtaining multiple certifications at once.
In order to get certified as a CSP, individuals must first complete their training and then take and pass the exam. After passing the exam, they will receive their certificate and be able to use the designation “CSP” after their name.
6. Certified Quality Assurance Analyst (CQAA)
Certified Quality Assurance Analyst (CQAA) is a certification program offered by the American Software Testing Qualifications Board (ASTQB). It is designed to recognize individuals who have demonstrated expertise in software testing, quality assurance, and related disciplines. The CQAA certification is intended to validate an individual’s knowledge and skills in the areas of test planning, design, execution, and analysis.
To become a Certified Quality Assurance Analyst (CQAA), you must pass the ASTQB Certified Quality Assurance Analyst Exam. This exam consists of 100 multiple-choice questions covering topics such as test design techniques, risk analysis, defect management, and process improvement. The exam takes approximately two hours to complete and costs $250 USD.
In addition to passing the exam, applicants must also meet certain prerequisites before they can be certified as a CQAA. These include having at least one year of experience in software testing or quality assurance; having completed an approved training course; or having earned another ASTQB certification.
Once all requirements have been met, applicants will receive their official CQAA certificate from ASTQB. This certificate will serve as proof that they are qualified to work in the field of software testing and quality assurance.
7. Microsoft Dynamics 365 for Customer Service Administrator Certification
Microsoft Dynamics 365 for Customer Service Administrator Certification is a certification program that demonstrates your knowledge and expertise in administering Microsoft Dynamics 365 for Customer Service. This certification verifies your ability to configure, manage, and maintain the customer service application.
The certification requires you to complete two exams: MB-200 and MB-220. The MB-200 exam focuses on the fundamentals of Microsoft Dynamics 365 for Customer Service, while the MB-220 exam focuses on advanced topics such as customer service processes, customer service analytics, and integration with other applications.
It typically takes several months to prepare for the exams. To get started, you should review the official exam objectives published by Microsoft and familiarize yourself with the features of Dynamics 365 for Customer Service. You can also find study guides, practice tests, and other resources online to help you prepare.
The cost of taking the exams varies depending on your location but typically ranges from $165-$200 USD per exam.
8. Oracle Service Cloud Administration Certification
Oracle Service Cloud Administration Certification is an industry-recognized credential that validates the skills and knowledge of administrators who use Oracle Service Cloud to manage customer service operations. This certification is designed for professionals who are responsible for configuring, managing, and optimizing Oracle Service Cloud solutions.
How long does it take to get it?
The Oracle Service Cloud Administration Certification exam consists of 60 multiple choice questions and takes approximately 90 minutes to complete.
How to get it?
To obtain the Oracle Service Cloud Administration Certification, you must pass the Oracle Service Cloud Administration Exam (1Z0-1090). You can register for the exam through Pearson VUE.
How much does it cost?
The cost of the Oracle Service Cloud Administration Exam (1Z0-1090) is $245 USD.
9. Salesforce Service Cloud Administrator Certification
Salesforce Service Cloud Administrator Certification is a certification program offered by Salesforce, the world's leading cloud-based customer relationship management (CRM) platform. The certification is designed to validate an individual's knowledge and skills in administering and managing the Service Cloud solution.
The certification exam consists of 60 multiple-choice questions and takes approximately 90 minutes to complete. It covers topics such as configuring service settings, creating custom objects, automating processes, developing reports and dashboards, and managing data security.
To get the Salesforce Service Cloud Administrator Certification, you must first complete the prerequisite coursework or training. You can either take the official Salesforce Training or find a third-party provider that offers courses on the subject. After completing the coursework or training, you will be eligible to take the certification exam.
The cost of taking the Salesforce Service Cloud Administrator Certification exam varies depending on where you take it. The official Salesforce website charges $200 USD for individuals who are not members of their Partner Program. For those enrolled in their Partner Program, there is no fee for taking the exam.
10. Zendesk Administrator Certification
Zendesk Administrator Certification is a professional certification program designed to recognize individuals who have demonstrated expertise in configuring, managing, and troubleshooting Zendesk products. The certification is offered by Zendesk, Inc., a leading provider of customer service software.
The certification consists of two levels: Associate and Professional. To become certified as an Associate Administrator, you must pass the Zendesk Administrator Certification Exam. This exam covers topics such as Zendesk product features, configuration options, user management, and reporting. It takes approximately 45 minutes to complete the exam and it costs $99 USD.
To become certified as a Professional Administrator, you must pass the Zendesk Advanced Administration Exam. This exam covers topics such as advanced customization options for Zendesk products, customizing user roles and permissions, and advanced reporting capabilities. It takes approximately 90 minutes to complete the exam and it costs $199 USD.
In addition to passing the exams, you must also have at least 6 months of experience working with Zendesk products in order to be eligible for certification. Once you have passed both exams and met the required experience criteria, you will receive your certificate from Zendesk within 7-10 business days.
11. CompTIA Customer Service Specialist Certification
CompTIA Customer Service Specialist (CSS) certification is an industry-recognized credential that validates the knowledge and skills of customer service professionals. It is designed to provide IT professionals with the skills necessary to effectively support customers in a variety of customer service roles.
The CompTIA CSS exam consists of 90 multiple choice questions, covering topics such as customer service principles, communication techniques, problem solving, troubleshooting, and technical terminology. The exam must be completed within 90 minutes and a passing score is 700 points or higher.
In order to obtain the CompTIA CSS certification, you must first pass the exam by achieving a minimum score of 700 points. You can register for the exam through the CompTIA website or through Pearson VUE testing centers. The cost of the exam varies depending on your location but typically ranges from $200-$250 USD.
Once you have successfully passed the exam and obtained your certification, it will remain valid for three years from the date of issue. After three years, you will need to retake and pass the exam in order to maintain your certification status.
Do You Really Need a Customer Service Administrator Certificate?
The short answer to this question is no. It is possible to be a successful customer service administrator without a certificate, although having one may make it easier to find a job in the field.
First and foremost, customer service administrators must possess excellent communication skills. They must be able to effectively listen and respond to customer inquiries, as well as provide helpful solutions for their customers’ problems. Having strong interpersonal skills is essential for success in this position, as customer service administrators often need to build relationships with their customers in order to provide the best possible service.
In addition, customer service administrators should have an understanding of the company’s products or services that they are providing support for. Knowledge of computer systems and software used by the company can also be beneficial when troubleshooting customer issues. Being able to think critically about how best to solve problems and multitask can also be advantageous when working as a customer service administrator.
Finally, having a good attitude and being able to remain professional at all times are important qualities for anyone looking to work in customer service. A positive demeanor can go a long way when dealing with difficult customers and situations.
While having a certificate may make it easier for someone interested in becoming a customer service administrator to find work, it is not necessary in order to succeed in this role. The most important things are having strong interpersonal skills, knowledge of the company’s products or services, problem-solving abilities and a positive attitude towards customers at all times.
FAQs About Customer Service Administrator Certifications
1. What is a customer service administrator certification?
Answer: A customer service administrator certification is a professional credential that demonstrates an individual’s knowledge and skills in providing excellent customer service. It typically involves completing a program or course on customer service, such as those offered by organizations like the International Customer Service Association (ICSA).
2. How long does it take to get certified?
Answer: The length of time required to become certified can vary depending on the specific certification program. Generally, completion of the program can take anywhere from several weeks to several months.
3. Are there any prerequisites for becoming certified?
Answer: Most programs will require applicants to have some level of experience working with customers and/or an understanding of customer service principles and practices. Additionally, some programs may require applicants to pass an exam or complete other assessments prior to certification.
4. What are the benefits of getting certified?
Answer: Having a customer service administrator certification can help individuals stand out from the competition when applying for jobs, as employers often seek candidates with specialized knowledge and skills in this field. Additionally, having this credential may open up new career opportunities and provide access to more advanced training courses in the field.
5. Is there any way to renew my certification?
Answer: Yes! Most certifications must be renewed periodically in order to remain valid, usually every one or two years depending on the program requirements. Renewal typically involves completing additional coursework or taking an exam in order to update your knowledge and demonstrate your continued proficiency in customer service principles and practices.