Hard Skills
IntermediateCustomer Relationship Management (CRM) SoftwareProficiency in navigating and updating specialized databases to track caller history and information.
IntermediateInformation RetrievalThe process of quickly locating specific data or answers within internal knowledge bases and manuals.
BasicData Entry AccuracyThe skill of inputting caller details and notes into a system with high precision and minimal errors.
Soft Skills
AdvancedActive ListeningThe ability to focus completely on what a caller is saying, understanding the information, and responding thoughtfully.
AdvancedConflict De-escalationTechniques used to calm frustrated or angry callers and steer the conversation toward a productive resolution.
IntermediateTelephone EtiquetteThe set of professional standards for behavior and language used when representing an organization over the phone.