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)
Lists the commonly used technology and tools in conducting customer analytics.
Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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)
Lists most common reasons for customers seeking escalation.
Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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)
Illustrates how customers use our business's products and services.
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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 the importance and role of digital literacy to an employee's performance at work.
Level 2 Behaviors
(Light Experience)
Researches relevant digital information required for a specific task or project using the internet.
Level 3 Behaviors
(Moderate Experience)
Produces data, text, images, audio, and designs using various technological tools and applications.
Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates employees' digital literacy capabilities.
Level 5 Behaviors
(Mastery)
Speaks on digital literacy-related topics on behalf of our business.
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).
