Customer Retention Specialist to Customer Advocacy Officer: what carries over
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Skills you already use in Customer Retention Specialist work
- Active Listeningcore
- Complaint Handlingcore
- Confidentiality and Privacy Compliancecore
- Conflict De-escalationcore
- CRM System Operationcore
- Customer Needs Assessmentcore
- Data Entry and Accuracycore
- Email Managementcore
- Empathy and Emotional Intelligencecore
- Escalation Managementcore
- Policy and Procedure Adherencecore
- SLA and KPI Adherencecore
- Time Management and Prioritisationcore
- Verbal Communicationcore
- Workflow Queue Managementcore
- Written Communicationcore
- Adaptability and Flexibility
- Digital Literacy
- Microsoft Office Suite Proficiency
What Customer Advocacy Officer roles ask for that Customer Retention Specialist roles do not
- Report Writingcore
- Root cause analysis
What may close the gap
These government-listed qualifications may help close the gap.
- Certificate II in Rail Customer Service (TLI22321)
Source: Jobs and Skills Australia, Training Occupation Pathways dataset, March 2026, version 1.0
Published median pay (Jobs and Skills Australia)
- Customer Retention Specialist
- A$1,414 a week
- Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
- Customer Advocacy Officer
- A$1,414 a week
- Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
Customer Advocacy Officer: Demand steady
Customer Retention Specialist: Skills list: Changing Careers, built from the ESCO skills classification.
Customer Advocacy Officer: Skills list: Changing Careers, built from the ESCO skills classification.