6 hard skills or competencies (industry competencies) for Retail Store Customer Service Representative
Skill definition-Applying comprehensive knowledge of retail principles, inventory management, pricing strategies, and consumer behavior to effectively manage and operate retail businesses.
Level 1 Behaviors
(General Familiarity)
Identifies and explains the characteristics and key features of various retail business models.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers and compiles data about key competitors for a specific of product.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Deploys inventory management strategies to ensure product availability and minimize disruptions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leads the implementation of omnichannel retailing to ensure seamless and consistent brand experience for customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Expands market presence through the strategic utilization of cutting-edge technologies, such as online platforms.
See 4 More Skill Behaviors
Skill definition-Providing assistance and resolutions to retail customers, ensuring their satisfaction and maintaining a positive customer experience.
Level 1 Behaviors
(General Familiarity)
Lists common return and exchange policies in retail and their respective procedures.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses appropriate greetings and language when interacting with customers to maintain brand integrity.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses CRM systems or ticketing platforms to document and track customer interactions and issue resolutions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees customer surveys on emerging trends, preferences, and areas for improvement to support service data analysis.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the development and improvement of customer support resources to empower customers with self-service options.
See 4 More Skill Behaviors
4 general skills or competencies (Job family competencies) for Retail Store Customer Service Representative
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Lists the factors that influence customer satisfaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Performs customer follow-up to complete all service requests on time.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses key performance indicators (KPIs) to measure goals for customer satisfaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on the methods and formulas used to measure customer satisfaction data.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Promotes interdepartmental collaboration to achieve service level agreements (SLA).
See 4 More Skill Behaviors
Skill definition-Managing and processing customer returns and assessing product quality to provide appropriate customer support and ensure service quality.
Level 1 Behaviors
(General Familiarity)
Lists the types of tools and software used in handling return processing.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks and records customer returns to resolve complaints on product or service fulfillment.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses advanced systems to identify return percentage rates and maximize returns processing operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in processing customer returns efficiently and cost-effectively.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads return processing to determine opportunities to streamline and enhance quality and security standards.
See 4 More Skill Behaviors
9 soft skills or competencies (core competencies) for Retail Store Customer Service Representative
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)
Illustrates how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
See 4 More Skill Behaviors
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Emphasizes the importance and value of providing excellent service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Contributes to a service recovery program to rectify the situation and regain the client's trust.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Anticipates clients' needs and fulfills them in advance.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions a customer-centric, service excellence culture.
See 4 More Skill Behaviors
Summary of Retail Store Customer Service Representative skills and competencies
There are 6 hard skills for Retail Store Customer Service Representative, Retail Industry, Retail Customer Support, Bagging and Wrapping, etc.
4 general skills for Retail Store Customer Service Representative, Customer Satisfaction, Returns Processing, Customer Engagement, etc.
9 soft skills for Retail Store Customer Service Representative, Products And Services, Service Excellence, Attention to Detail, etc.
While the list totals 19 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 Retail Store Customer Service Representative, he or she needs to be proficient in Products And Services, be proficient in Service Excellence, and be proficient in Attention to Detail.