9 general skills or competencies (Job family competencies) for Chat Support Representative I
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
See 4 More Skill Behaviors
7 soft skills or competencies (core competencies) for Chat Support Representative I
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows digital etiquette to maintain our business's media reputation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Produces data, text, images, audio, and designs using various technological tools and applications.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates employees' digital literacy capabilities.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Speaks on digital literacy-related topics on behalf of our business.
See 4 More Skill Behaviors
Summary of Chat Support Representative I skills and competencies
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.