9 general skills or competencies (Job family competencies) for Network Service Manager
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 flow of the customer complaint process from intake to customer resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
See 4 More Skill Behaviors
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)
Discusses the proper workflow in managing the customer escalation process.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
See 4 More Skill Behaviors
8 soft skills or competencies (core competencies) for Network Service Manager
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)
Cites examples of business challenges and difficulties in finding digital information.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adapts confidently to digital change and new technology solutions in completing tasks and projects.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates a mentoring system to enable employees to strengthen their digital competence with others.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions digital transformation efforts and establishes a digitally resilient working environment.
See 4 More Skill Behaviors
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
See 4 More Skill Behaviors
Summary of Network Service Manager skills and competencies
There are 0 hard skills for Network Service Manager.
9 general skills for Network Service Manager, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Network Service Manager, Digital Literacy, Planning and Organizing, Project Management, 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 Network Service Manager, he or she needs to be skilled in Digital Literacy, be skilled in Planning and Organizing, and be skilled in Project Management.