Manages a team of service representatives that respond to customer inquiries via live chat.
Ensures that service standards are established and attained. Responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Chat Support Manager skill and competencie below to view definitions.
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Knows how to use the escalation matrix to identify escalation level for resolution.
Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Discusses the primary markets for the P/S.
Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Lists software, tools, and sources in finding credible digital information.
Level 2 Behaviors
(Light Experience)
Follows digital etiquette to maintain our business's media reputation.
Level 3 Behaviors
(Moderate Experience)
Prepares online surveys to benchmark employees' confidence and knowledge on digital literacy.
Level 4 Behaviors
(Extensive Experience)
Leads digital advancement initiatives and maintains a digital literate workforce.
Level 5 Behaviors
(Mastery)
Keeps current on evolving digital tools to enhance our productivity and have an edge over competitors.
There are 0 hard skills for Chat Support Manager.
8 general skills for Chat Support Manager, Customer Analytics, Customer Escalation Management, Customer Interaction, etc.
12 soft skills for Chat Support Manager, Products And Services, Digital Literacy, Standard Operating Procedures (SOP), etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Chat Support Manager, he or she needs to be skilled in Products And Services, be skilled in Digital Literacy, and be an expert in Standard Operating Procedures (SOP).
