11 general skills or competencies (Job family competencies) for Contact Center Representative II
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Cites examples of key performance metrics related to customer acquisition.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies effective methodologies to support customer acquisition goals.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes existing strategies to identify opportunities to enhance customer acquisition rate.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to generate acquisition strategies and drive customer advocacy.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer loyalty programs to target high-potential opportunities for customer acquisitions.
See 4 More Skill Behaviors
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Cites common platforms used in facilitating customer interaction and engagement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
See 4 More Skill Behaviors
8 soft skills or competencies (core competencies) for Contact Center Representative II
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)
Cites examples of how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
See 4 More Skill Behaviors
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Cites examples and traits of being self-motivated.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Assesses past mistakes and makes changes that will lead to success.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
See 4 More Skill Behaviors
Summary of Contact Center Representative II skills and competencies
There are 0 hard skills for Contact Center Representative II.
11 general skills for Contact Center Representative II, Customer Acquisition, Customer Interaction, Customer Relations, etc.
8 soft skills for Contact Center Representative II, Products And Services, Self-Motivation, Effective Communication, etc.
While the list totals 19 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 Contact Center Representative II, he or she needs to be proficient in Products And Services, be skilled in Self-Motivation, and be skilled in Effective Communication.