# Competences — call centre agent

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/0ededdc2-050a-4ec3-8e70-6295105fcd19).

## Essential

- **adapt to changing situations** (skill/competence)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **communicate by telephone** (skill/competence)
- **create solutions to problems** (skill/competence)
- **credit card payments** (knowledge)
- **guarantee customer satisfaction** (skill/competence)
- **handle tasks independently** (skill/competence)
- **have computer literacy** (skill/competence)
- **keep task records** (skill/competence)
- **listen actively** (skill/competence)
- **perform multiple tasks at the same time** (skill/competence)
- **present reports** (skill/competence)
- **process data** (skill/competence)
- **speak different languages** (skill/competence)
- **tolerate stress** (skill/competence)
- **use customer relationship management software** (skill/competence)

## Optional

- answer incoming calls (skill/competence)
- apply operations for an ITIL-based environment (skill/competence)
- communication principles (knowledge)
- e-commerce systems (knowledge)
- educate on data confidentiality (skill/competence)
- e-procurement (knowledge)
- handle helpdesk problems (skill/competence)
- knowledge base (knowledge)
- perform data analysis (skill/competence)
- perform escalation procedure (skill/competence)
- prioritise requests (skill/competence)
- provide customer follow-up services (skill/competence)
- provide ICT support (skill/competence)
- teamwork principles (knowledge)
- think proactively (skill/competence)