Hard Skills
IntermediateTelephony System ProficiencyAbility to operate multi-line phone systems, VoIP software, and call-routing hardware.
IntermediateCRM and Data EntryRecording customer interactions and retrieving information using Customer Relationship Management software.
Soft Skills
AdvancedActive ListeningConcentrating fully on the caller to understand, respond, and remember information accurately.
IntermediateConflict De-escalationUsing verbal techniques to calm frustrated or angry callers and resolve disputes professionally.
IntermediateProfessional Phone EtiquetteAdhering to established standards of vocal tone, greeting protocols, and closing procedures.