Hard Skills
IntermediateSwitchboard OperationThe ability to manage multi-line phone systems and efficiently route high volumes of incoming calls to the correct departments or individuals.
IntermediateCRM and Data EntryProficiency in inputting caller data, appointment scheduling, and logging interactions into Customer Relationship Management software.
Soft Skills
AdvancedProfessional Telephone EtiquetteAdherence to corporate communication standards, including tone, greetings, and polite interaction techniques to represent the brand.
IntermediateActive ListeningThe practice of fully concentrating on, understanding, and responding to callers to accurately identify and fulfill their needs.
AdvancedConflict ResolutionThe capability to manage frustrated or difficult callers using de-escalation techniques to reach a positive outcome.