Hard Skills
IntermediateCRM Software ProficiencyThe ability to navigate and utilize Customer Relationship Management platforms like Salesforce or Zendesk to track interactions.
AdvancedProduct KnowledgeComprehensive understanding of the company's products, services, and internal policies.
Soft Skills
IntermediateActive ListeningFully concentrating, understanding, responding, and then remembering what is being said during customer interactions.
AdvancedConflict ResolutionThe process of managing and resolving customer disputes or complaints in a calm and professional manner.
AdvancedDe-escalation TechniquesSpecific verbal and non-verbal strategies used to reduce the intensity of a conflict or emotional customer interaction.