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 II 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)
Explains the reasons and factors behind customer complaints.
Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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.
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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.
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)
Uses office productivity software such as word processors, graphics software, and spreadsheets.
Level 4 Behaviors
(Extensive Experience)
Provides technical training/seminars to cultivate employees' occupational digital literacy skills.
Level 5 Behaviors
(Mastery)
Sponsors and invests in new equipment and tools to solve our work and digital technology challenges.
There are 0 hard skills for Chat Support Representative II.
9 general skills for Chat Support Representative II, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Chat Support Representative II, Products And Services, Digital Literacy, Self-Motivation, etc.
While the list totals 17 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 II, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be skilled in Self-Motivation.
