Hard Skills
IntermediateCustomer Inquiry ManagementThe ability to accurately process and respond to diverse information requests from customers or the public through various channels.
IntermediateInformation Retrieval and Database NavigationProficiency in using internal knowledge bases, CRM software, and databases to locate specific data requested by users.
BasicRecords Maintenance and DocumentationSystematically recording customer interactions, issues, and resolutions into logs or electronic filing systems for future reference.
Soft Skills
AdvancedActive ListeningThe skill of fully concentrating, understanding, and responding thoughtfully to customers to ensure their needs are correctly identified.
IntermediateConflict De-escalationTechniques used to manage and calm frustrated or angry customers while maintaining professional decorum and providing solutions.
IntermediateVerbal Communication and ArticulationThe ability to convey complex information clearly and concisely using professional language and appropriate tone.