Hard Skills
IntermediateSwitchboard OperationThe technical proficiency required to manage hardware or software-based Private Branch Exchange (PBX) systems to route calls.
AdvancedMultilingual FluencyThe ability to communicate effectively in multiple languages to facilitate clear interactions with international callers.
IntermediateInternational Dialing ProtocolsKnowledge of global country codes, exit codes, and time zone variations to ensure accurate call patching.
IntermediateCrisis Call ManagementFollowing strict protocols to identify and escalate emergency calls or security-related communications.
BasicDirectory and Database ManagementMaintaining and navigating complex internal databases to locate employee contact details and departmental hierarchies.
Soft Skills
AdvancedProfessional EtiquetteThe practice of using polite, clear, and standardized verbal greetings and responses to maintain organizational standards.
IntermediateActive ListeningConcentrating fully on the caller's request, understanding the information, and confirming details before taking action.