11 general skills or competencies (Job family competencies) for Customer Service Representative III
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)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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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)
Lists most common reasons for customers seeking escalation.
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Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
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Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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11 soft skills or competencies (core competencies) for Customer Service Representative III
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.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
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Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
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Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
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Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
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Summary of Customer Service Representative III skills and competencies
There are 0 hard skills for Customer Service Representative III.
11 general skills for Customer Service Representative III, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
11 soft skills for Customer Service Representative III, Products And Services, Customer Focus, Service Excellence, etc.
While the list totals 22 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 Customer Service Representative III, he or she needs to be proficient in Products And Services, be skilled in Customer Focus, and be skilled in Service Excellence.