characteristics of products
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Competences and skills
32 ESCO relationsEssential knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Cross-sector
1 competencecredit card payments
The methods involving payment done through credit cards.
Essential skills and competences 14 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesguarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
handle tasks independently
Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.
tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Cross-sector
11 competencesadapt to changing situations
Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
create solutions to problems
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
keep task records
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
listen actively
Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.
perform multiple tasks at the same time
Execute multiple tasks at the same time, being aware of key priorities.
present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
process data
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
digital
speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
research
use customer relationship management software
Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
digital
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencese-commerce systems
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
digital
e-procurement
The functioning and methods used to manage electronic purchases.
digital
Cross-sector
3 competencescommunication principles
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
knowledge base
An online library that contains information about a product or service to help customers finding answers to their queries.
digital
teamwork principles
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Optional skills and competences 10 competences
Occupation specific
1 competenceapply operations for an ITIL-based environment
Properly operate ITIL (Information Technology Infrastructure Library) based service desk procedures.
digital
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
9 competencesanswer incoming calls
Respond to customers' inquiries and provide customers with appropriate information.
educate on data confidentiality
Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.
handle helpdesk problems
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
perform data analysis
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
digital
perform escalation procedure
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
prioritise requests
Prioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
provide ICT support
Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.
digital
think proactively
Take initiatives to come up with improvements.