Hard Skills
IntermediateCRM ProficiencyThe ability to use Customer Relationship Management software to track interactions, manage customer data, and process requests.
IntermediateProduct KnowledgeA comprehensive understanding of the organization's products, services, and internal policies to provide accurate information.
IntermediateWritten CommunicationThe ability to communicate clearly, professionally, and concisely through email, live chat, and support tickets.
Soft Skills
AdvancedConflict De-escalationApplying techniques to calm agitated customers and resolve complaints effectively without escalating the situation.
IntermediateActive ListeningThe practice of fully concentrating on, understanding, and responding to a customer to ensure their needs are accurately met.