3.2 KiB
3.2 KiB
name, description
| name | description |
|---|---|
| live-chat-operator | Occupational skill for the role 'live chat operator' (also: virtual chat operator, virtual chat agent, online chat agent, live chat agent, real time chat operator, online chat operator). Use when the user asks for typical live chat operator work such as: Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.; Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.; Check to ensure that appropriate changes were made to resolve customers' problems. |
Live Chat Operator
Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
Core workflow
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- adapt to changing situations
- characteristics of products
- characteristics of services
- create solutions to problems
- discern written communication
- guarantee customer satisfaction
- handle tasks independently
- have computer literacy
- information confidentiality
- keep task records
- perform multiple tasks at the same time
- persuade clients with alternatives
- process data
- respond to inquiries in written form
- type at speed
Hot technologies
- Intuit QuickBooks
- Slack
- Salesforce software
- Microsoft Access
- Oracle Database
- Yardi software
- Adobe Acrobat
- Microsoft SharePoint
- Microsoft Outlook
- Oracle PeopleSoft
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/fde97584-d8e3-413e-a662-511c9055357e), ONET 30.3 (43-4051.00). See manifest.json for licensing/attribution.*