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.
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
Competences and skills
32 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
customer insight
The marketing concept referring to the deep understanding of the customer's motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This information is then useful for commercial purposes.
customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 10 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescollect customer data
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
digital
guarantee 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.
Cross-sector
8 competencesanswer incoming calls
Respond to customers' inquiries and provide customers with appropriate information.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
establish customer rapport
Gain customer interest and trust; establish relationships with wide varieties of people; communicate in a likeable and persuasive style; understand and respond to the individual desires and needs of customers.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
perform customer management
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
provide customer follow-up
Provide customers with cordial, prompt communication to accept orders, notify them in the event of shipment issues, and provide quick resolutions.
use databases
Use software tools for managing and organising data in a structured environment which consists of attributes, tables and relationships in order to query and modify the stored data.
digital
Optional knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
3 competencescall-centre technologies
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
digital
customer relationship management
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
knowledge base
An online library that contains information about a product or service to help customers finding answers to their queries.
digital
Optional skills and competences 15 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
9 competencesassist customers
Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
carry out active selling
Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
contact customers
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
discern written communication
Strive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the meaning of the sender.
follow up orders for customers
Follow-up/tracking of an order and notifying the customer when the goods have arrived.
improve customer interaction
Permanently refine and improve the quality of customer interaction and customer satisfaction; make continuous efforts to improve business standards.
notify customers on special offers
Notify customers on new promotional actions and special offers.
provide customers with order information
Provide order information to customers by telephone or e-mail; clearly communicate about price ratings, shipping dates and possible delays.
provide customers with price information
Provide customers with accurate and up-to-date information about charges and price rates.
Cross-sector
6 competencesanalyse call performance trends
Analyse call quality and performance trends. Provide recommendations for future improvement.
draft corporate emails
Prepare, compile, and write mails with the adequate information and an appropriate language to make internal or external communications.
digital
handle helpdesk problems
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
measure customer feedback
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
prepare correspondence for customers
Draught, prepare and issue correspondence to customers informing about pending bills, merchandising communication, apology letters, or greeting mails.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.