Hard Skills
IntermediateCRM Software ProficiencyThe ability to effectively use customer relationship management tools to record, track, and manage customer interactions and data.
IntermediateProduct and Service KnowledgeThe comprehensive understanding of an organization's offerings, policies, and procedures to provide accurate information to inquiries.
IntermediateTicketing System ManagementThe process of using specialized software to document, prioritize, and track the progress of customer service requests from start to finish.
IntermediateMulti-channel CommunicationThe ability to professionally handle customer inquiries across diverse platforms including phone, email, live chat, and social media.
Soft Skills
AdvancedConflict De-escalationThe set of techniques used to calm angry or frustrated customers and resolve disputes in a professional manner.
IntermediateActive ListeningA communication technique that requires the listener to fully concentrate, understand, respond, and then remember what is being said.