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 reasons and factors behind customer complaints.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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)
Explains the importance of customer escalation management in ensuring positive customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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)
Describes own business unit's role in the production of our organization's P/S.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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)
Explains the difference between technology and digital skills.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps team members in accessing software and downloading necessary applications.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Guides staff in honing their digital fluency, fulfilling skill gaps, and increasing productivity.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes an easy-to-use digital tool to streamline our processes and procedures.
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.