Skills & Competencies for Customer Service Training Manager
Customer Service Training Manager job profile
Book a Demo and Receive a Sample Job ProfileJOB SUMMARY for Customer Service Training Manager
Designs and delivers training programs for customer service representatives, team leaders, and supervisors.
JOB RESPONSIBILITIES for Customer Service Training Manager
Prepares instructive updates and details on new products, features, and service offerings. Designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics.
Customer Service Training Manager SALARY RANGE
BASE 50%
$98,557
TOTAL 50%
$106,448
Job Level
M02
Job Code
SM15000323
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department
Customer Service Training Manager Skills and Competencies List
12 general skills or competencies (Job family competencies) for Customer Service Training Manager
1
Job Family Competencies –
Customer Analytics
Proficiency Level -4
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Manages customer data analytics activities to ensure accurate data points and statistics.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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2
Job Family Competencies –
Customer Complaint Resolution
Proficiency Level -4
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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3
Customer Service Training Manager
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Customer Service Training Manager
Proficiency Level - 4
5
Competency for -
Customer Service Training Manager
Proficiency Level - 5
11 soft skills or competencies (core competencies) for Customer Service Training Manager
1
Core Competencies –
Service Excellence
Proficiency Level -4
Level 1 Behaviors
(General Familiarity)
Identifies internal policies and resources on customer service.
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Level 2 Behaviors
(Light Experience)
Resolves common client inquiries and problems effectively following standard guidelines.
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Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of technologies and tools to improve service efficiency and standards.
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Level 5 Behaviors
(Mastery)
Keeps up to date with customer service trends and updates our organizational best practices accordingly.
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2
Core Competencies –
Planning and Organizing
Proficiency Level -4
Level 1 Behaviors
(General Familiarity)
Documents best practices in planning and organizing work to address important tasks.
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Level 2 Behaviors
(Light Experience)
Discusses the positive and negative outcomes of planning and organization in the workplace.
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Level 3 Behaviors
(Moderate Experience)
Helps set up new practices to anticipate and address the needs of planning and organization initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates the adoption of advanced tools to streamline the process of planning and organization.
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Level 5 Behaviors
(Mastery)
Develops best practices in planning and organizing activities to improve organizational efficiency.
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3
Customer Service Training Manager
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Customer Service Training Manager
Proficiency Level - 4
5
Competency for -
Customer Service Training Manager
Proficiency Level - 5
Summary of Customer Service Training Manager skills and competencies
There are 0 hard skills for Customer Service Training Manager.
12 general skills for Customer Service Training Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Customer Service Training Manager, Service Excellence, Planning and Organizing, Project Management, etc.
While the list totals 23 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 Training Manager, he or she needs to be skilled in Service Excellence, be skilled in Planning and Organizing, and be skilled in Project Management.
12 general skills for Customer Service Training Manager, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
11 soft skills for Customer Service Training Manager, Service Excellence, Planning and Organizing, Project Management, etc.
While the list totals 23 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 Training Manager, he or she needs to be skilled in Service Excellence, be skilled in Planning and Organizing, and be skilled in Project Management.
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