# Competences — customer contact centre information clerk

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/b7b75eb6-34bc-462d-b412-eed393cc1397).

## Essential

- **answer incoming calls** (skill/competence)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **collect customer data** (skill/competence)
- **communicate by telephone** (skill/competence)
- **communicate with customers** (skill/competence)
- **customer insight** (knowledge)
- **customer service** (knowledge)
- **establish customer rapport** (skill/competence)
- **guarantee customer satisfaction** (skill/competence)
- **keep records of customer interaction** (skill/competence)
- **perform customer management** (skill/competence)
- **provide customer follow-up** (skill/competence)
- **use databases** (skill/competence)

## Optional

- analyse call performance trends (skill/competence)
- assist customers (skill/competence)
- call-centre technologies (knowledge)
- carry out active selling (skill/competence)
- contact customers (skill/competence)
- customer relationship management (knowledge)
- discern written communication (skill/competence)
- draft corporate emails (skill/competence)
- follow up orders for customers (skill/competence)
- handle helpdesk problems (skill/competence)
- improve customer interaction (skill/competence)
- knowledge base (knowledge)
- measure customer feedback (skill/competence)
- notify customers on special offers (skill/competence)
- prepare correspondence for customers (skill/competence)
- process payments (skill/competence)
- provide customers with order information (skill/competence)
- provide customers with price information (skill/competence)