Hard Skills
BasicMultiline Phone System OperationTechnical proficiency in managing multiple incoming lines, transferring calls, setting up conference calls, and using hold functions effectively.
IntermediateData Entry and TranscriptionThe skill of accurately and quickly typing caller information, messages, and requests into a digital database or CRM system.
IntermediateInformation ConfidentialityUnderstanding and adhering to privacy laws and company policies regarding the protection of sensitive caller information.
Soft Skills
IntermediateActive ListeningThe ability to focus completely on a speaker, understand their message, comprehend the information, and respond thoughtfully.
AdvancedConflict De-escalationThe use of communication techniques to calm frustrated or angry callers and resolve issues professionally without escalating the situation.