6 general skills or competencies (Job family competencies) for Top Customer Service Executive
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Explains the elements of good customer interaction delivery.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs by conducting customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Optimizes customer interactions to gain repeat transactions and referrals from the customer base.
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Level 5 Behaviors
(Mastery)
Fosters relationships and trust through customer interactions to solicit customer service feedback.
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Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Lists the pros and cons of using customer relationships management systems.
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Level 2 Behaviors
(Light Experience)
Supports CRM systems and applications to interact with customers.
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Level 3 Behaviors
(Moderate Experience)
Maintains a high level of engagement with key customers to grow our customer base.
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Level 4 Behaviors
(Extensive Experience)
Plans customer engagement activities to create value in all interactions and increase loyalty.
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Level 5 Behaviors
(Mastery)
Forecasts trends in customer relationship management to adapt our strategies with customer behaviors.
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14 soft skills or competencies (core competencies) for Top Customer Service Executive
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)
Names our key stakeholders from a business value chain perspective.
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Level 2 Behaviors
(Light Experience)
Supports the planning, implementation, and management of training programs that foster process improvements.
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Level 3 Behaviors
(Moderate Experience)
Implements effective marketing strategies that achieve improved business outcomes.
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Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
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Level 5 Behaviors
(Mastery)
Evaluates industry and market trends to identify new business opportunities.
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Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Lists standard customer relationship management tools.
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Level 2 Behaviors
(Light Experience)
Supports customer relationship management goals to understand the pipeline of sales or prospects.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer relationship management applications and tools to keep track of sales.
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Level 4 Behaviors
(Extensive Experience)
Optimizes Customer data platform to understand customers' preferences and demands better.
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Level 5 Behaviors
(Mastery)
Leads operational excellence to improve customer service and marketing.
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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.