Responds to customer inquiries regarding online merchandise, orders, product questions, or problems in a live chat format using an online chat software system.
Receives inquiries from a queue, documents customer interactions, and inputs tickets. Ensures prompt and proper resolution of customer queries by providing answers, additional information, suggesting products, or escalating/engaging others in the organization to provide a solution according to defined procedures.
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 Representative I skill and competencie below to view definitions.
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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 Representative I.
9 general skills for Chat Support Representative I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
7 soft skills for Chat Support Representative I, Products And Services, Digital Literacy, Attention to Detail, etc.
While the list totals 16 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 Representative I, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be proficient in Attention to Detail.
