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)
Explains the flow of the customer complaint process from intake to customer resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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)
Discusses the proper workflow in managing the customer escalation process.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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)
Illustrates how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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)
Cites examples of business challenges and difficulties in finding digital information.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adapts confidently to digital change and new technology solutions in completing tasks and projects.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates a mentoring system to enable employees to strengthen their digital competence with others.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions digital transformation efforts and establishes a digitally resilient working environment.
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.