Hard Skills
IntermediatePBX System ManagementThe technical proficiency in operating Private Branch Exchange hardware and software to route incoming and outgoing calls.
IntermediateCall PrioritizationThe skill of evaluating the urgency and importance of incoming calls to manage high-volume switchboard traffic effectively.
BasicData Logging and TranscriptionAccurately recording caller information, messages, and timestamps into a digital tracking system or CRM.
Soft Skills
AdvancedActive ListeningThe ability to fully concentrate, understand, respond, and remember what is being said during telephonic interactions.
IntermediateConflict De-escalationUsing verbal techniques to calm frustrated or angry callers and redirect them to a resolution.