Hard Skills
IntermediateCRM ManagementProficiency in using Customer Relationship Management software to record interactions, update account details, and track tickets.
Entry-levelCall Handling ProtocolsAdherence to standard operating procedures regarding greetings, verification steps, and transfer processes.
IntermediateProduct and Service KnowledgeComprehensive understanding of the company's offerings, pricing models, and internal policies to provide accurate information.
Soft Skills
IntermediateActive ListeningThe ability to focus entirely on what is being said and understanding the messages sent by customers to provide appropriate responses.
AdvancedConflict De-escalationThe use of specific communication techniques to calm frustrated or angry customers and navigate toward a constructive resolution.