Hard Skills
IntermediateTelephony Systems OperationProficiency in using multi-line phone systems, PBX software, and VoIP technologies to manage incoming and outgoing calls.
IntermediateAppointment SchedulingProficiency in using calendar software and CRM tools to book, reschedule, or cancel appointments for clients and staff.
IntermediateInformation VerificationThe practice of confirming caller identities and details against existing records to ensure data security and accuracy.
Soft Skills
AdvancedActive ListeningThe ability to focus completely on a speaker, understand their message, comprehend information, and respond thoughtfully.
IntermediateConflict ResolutionThe skill of managing frustrated or difficult callers with composure and professional etiquette to reach a peaceful solution.