call centre agent
ISCO: 5244. Skills: 32. Essential: 17.
Essential skills
- adapt to changing situations
- characteristics of products
- characteristics of services
- communicate by telephone
- create solutions to problems
- credit card payments
- guarantee customer satisfaction
- handle tasks independently
- have computer literacy
- keep task records
- listen actively
- perform multiple tasks at the same time
- present reports
- process data
- speak different languages
- tolerate stress
- use customer relationship management software
Supporting skills
- answer incoming calls
- apply operations for an ITIL-based environment
- communication principles
- e-commerce systems
- e-procurement
- educate on data confidentiality
- handle helpdesk problems
- knowledge base
- perform data analysis
- perform escalation procedure
- prioritise requests
- provide customer follow-up services
- provide ICT support
- teamwork principles
- think proactively