11 general skills or competencies (Job family competencies) for Network Service Representative II
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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6 soft skills or competencies (core competencies) for Network Service 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.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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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.
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Level 2 Behaviors
(Light Experience)
Addresses common challenges and issues relating to the use of digital information.
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Level 3 Behaviors
(Moderate Experience)
Collaborates with cross-functional teams through the use of digital platforms to strengthen teamwork.
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Level 4 Behaviors
(Extensive Experience)
Determines digital opportunities that revolutionize our external and internal communication.
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Level 5 Behaviors
(Mastery)
Designs strategies and techniques to expand digital literacy in the workplace.
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Summary of Network Service Representative II skills and competencies
There are 0 hard skills for Network Service Representative II.
11 general skills for Network Service Representative II, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
6 soft skills for Network Service Representative II, Products And Services, Digital Literacy, Attention to Detail, 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 Representative II, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be proficient in Attention to Detail.