Skills & Competencies for Top Customer Service Executive

Top Customer Service Executive job profile

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JOB SUMMARY for Top Customer Service Executive

Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Top Customer Service Executive

Responsible for the overall satisfaction of customers. Provides leadership to establish direction and initiatives for service operations. Ensures that service policies and practices align with overall organizational direction and objectives. Leads a high quality customer support organization and instills a strong service culture that demonstrate industry best practices. Utilize service metrics and analytics to refine and continuously improve service delivery.

Top Customer Service Executive SALARY RANGE

BASE 50%
$235,880
TOTAL 50%
$296,266
Job Level
M05
Job Code
EX05000062
Education/Degree
Bachelor's Degree
Reports To
Top Management

Top Customer Service Executive Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Top Customer Service Executive skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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6 general skills or competencies (Job family competencies) for Top Customer Service Executive

1 Job Family Competencies – Customer Interaction
Proficiency Level -3
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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2 Job Family Competencies – Customer Relations
Proficiency Level -4
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Cites examples of advantages and disadvantages of customer relationships.
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Level 2 Behaviors
(Light Experience)
Assists in creating customer loyalty programs that fosters customer relations.
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Level 3 Behaviors
(Moderate Experience)
Ensures accurate and prompt responses to customer complaints to maintain optimal customer relations.
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Level 4 Behaviors
(Extensive Experience)
Determines key opportunities to build and maintain customer relationships and drive business results.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced systems and tools to improve the development of customer relations.
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3 Top Customer Service Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Customer Service Executive
Proficiency Level - 4
5 Competency for - Top Customer Service Executive
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Top Customer Service Executive

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Describes how our business makes money and our key business objectives.
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Level 2 Behaviors
(Light Experience)
Assists in designing business models and operating plans.
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Level 3 Behaviors
(Moderate Experience)
Applies technical expertise, business sense, and product knowledge to manage the product lifecycle effectively.
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Level 4 Behaviors
(Extensive Experience)
Coordinates technical and business teams to solve complex and diverse customer problems.
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Level 5 Behaviors
(Mastery)
Builds strong business partnerships internally and externally to drive "win-win" business successes.
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2 Core Competencies – Customer Relationship Management
Proficiency Level -5
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Cites examples of different types of CRM solutions.
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Level 2 Behaviors
(Light Experience)
Applies statistical methods to analyze and gather customer data.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer data collected through multiple sources to make more informed decisions.
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Level 4 Behaviors
(Extensive Experience)
Delivers a collaborative approach to provide timely and accurate processing of orders and requests.
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Level 5 Behaviors
(Mastery)
Creates a holistic view of a business' customers to increase referrals from existing clients.
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3 Top Customer Service Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Customer Service Executive
Proficiency Level - 4
5 Competency for - Top Customer Service Executive
Proficiency Level - 5

Summary of Top Customer Service Executive skills and competencies

There are 0 hard skills for Top Customer Service Executive.
6 general skills for Top Customer Service Executive, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
14 soft skills for Top Customer Service Executive, Business Acumen, Customer Relationship Management, Service Excellence, etc.
While the list totals 20 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 Top Customer Service Executive, he or she needs to be skilled in Business Acumen, be an expert in Customer Relationship Management, and be skilled in Service Excellence.

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