1.7 KiB
1.7 KiB
Competences — customer contact centre information clerk
Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/b7b75eb6-34bc-462d-b412-eed393cc1397).
Essential
- answer incoming calls (skill/competence)
- characteristics of products (knowledge)
- characteristics of services (knowledge)
- collect customer data (skill/competence)
- communicate by telephone (skill/competence)
- communicate with customers (skill/competence)
- customer insight (knowledge)
- customer service (knowledge)
- establish customer rapport (skill/competence)
- guarantee customer satisfaction (skill/competence)
- keep records of customer interaction (skill/competence)
- perform customer management (skill/competence)
- provide customer follow-up (skill/competence)
- use databases (skill/competence)
Optional
- analyse call performance trends (skill/competence)
- assist customers (skill/competence)
- call-centre technologies (knowledge)
- carry out active selling (skill/competence)
- contact customers (skill/competence)
- customer relationship management (knowledge)
- discern written communication (skill/competence)
- draft corporate emails (skill/competence)
- follow up orders for customers (skill/competence)
- handle helpdesk problems (skill/competence)
- improve customer interaction (skill/competence)
- knowledge base (knowledge)
- measure customer feedback (skill/competence)
- notify customers on special offers (skill/competence)
- prepare correspondence for customers (skill/competence)
- process payments (skill/competence)
- provide customers with order information (skill/competence)
- provide customers with price information (skill/competence)