Hard Skills
BasicData Entry and Records ManagementThe systematic process of accurately inputting customer information and maintaining digital or physical filing systems.
IntermediateInformation RetrievalThe capacity to navigate internal databases, manuals, and directories to provide precise answers to public enquiries.
Soft Skills
IntermediateCustomer ServiceThe ability to provide professional and helpful assistance to individuals seeking information or services at a physical service point.
AdvancedConflict De-escalationThe use of communication techniques to calm frustrated or angry customers and reach a peaceful resolution.
IntermediateActive ListeningFocusing fully on what is being said, understanding the information, and responding thoughtfully to clarify needs.