Hard Skills
IntermediateSwitchboard OperationThe ability to manage multiple incoming telephone lines, transfer calls to appropriate departments, and handle high call volumes using specialized hardware or software.
BasicCRM and Data ManagementProficiency in using Customer Relationship Management software to log calls, update contact information, and track interactions accurately.
Soft Skills
AdvancedActive ListeningGiving full attention to what callers are saying, taking time to understand the points being made, and asking questions as appropriate.
IntermediateConflict ResolutionThe capacity to handle difficult, irate, or frustrated callers and resolve their issues calmly without escalation.
IntermediateProfessional EtiquetteMaintaining a polite, professional, and helpful tone of voice and demeanor according to corporate standards.
IntermediateMultitaskingThe ability to handle telephone calls while simultaneously performing administrative tasks like data entry or scheduling.