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)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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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)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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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)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Explains the importance of showing clients that their perspectives are valued.
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Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
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Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
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Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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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.