2.3 KiB
2.3 KiB
Competences — customer service representative
Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/13d1b2b4-99dd-44da-9734-c9f74bae18f7).
Essential
- apply conflict management (skill/competence)
- apply knowledge of human behaviour (skill/competence)
- communicate with customers (skill/competence)
- control of expenses (skill/competence)
- create solutions to problems (skill/competence)
- customer service (knowledge)
- determine charges for customer services (skill/competence)
- ensure client orientation (skill/competence)
- guarantee customer satisfaction (skill/competence)
- have computer literacy (skill/competence)
- identify customer's needs (skill/competence)
- implement customer follow-up (skill/competence)
- keep records of customer interaction (skill/competence)
- knowledge base (knowledge)
- listen actively (skill/competence)
- manage schedule of tasks (skill/competence)
- perform escalation procedure (skill/competence)
- perform multiple tasks at the same time (skill/competence)
- process customer orders (skill/competence)
- process data (skill/competence)
- process order forms with customer's information (skill/competence)
- process refunds (skill/competence)
- provide customer follow-up services (skill/competence)
- provide information (skill/competence)
Optional
- carry out active selling (skill/competence)
- consumer protection (knowledge)
- contact customers (skill/competence)
- data mining methods (knowledge)
- e-commerce systems (knowledge)
- facilitate official agreement (skill/competence)
- measure customer feedback (skill/competence)
- perform data analysis (skill/competence)
- relationship marketing (knowledge)
- sales activities (knowledge)
- show diplomacy (skill/competence)
- speak different languages (skill/competence)
- upsell products (skill/competence)
- use customer relationship management software (skill/competence)
- use e-services (skill/competence)
Market evidence (job-ad analysis, 27 ads, as of 2026-07-11)
Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
Hard skills
- customer service — 78 %
- data entry — 26 %
- problem solving — 19 %