42 lines
1.7 KiB
Markdown
42 lines
1.7 KiB
Markdown
# Competences — customer contact centre information clerk
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/b7b75eb6-34bc-462d-b412-eed393cc1397).
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## Essential
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- **answer incoming calls** (skill/competence)
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- **characteristics of products** (knowledge)
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- **characteristics of services** (knowledge)
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- **collect customer data** (skill/competence)
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- **communicate by telephone** (skill/competence)
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- **communicate with customers** (skill/competence)
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- **customer insight** (knowledge)
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- **customer service** (knowledge)
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- **establish customer rapport** (skill/competence)
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- **guarantee customer satisfaction** (skill/competence)
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- **keep records of customer interaction** (skill/competence)
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- **perform customer management** (skill/competence)
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- **provide customer follow-up** (skill/competence)
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- **use databases** (skill/competence)
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## Optional
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- analyse call performance trends (skill/competence)
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- assist customers (skill/competence)
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- call-centre technologies (knowledge)
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- carry out active selling (skill/competence)
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- contact customers (skill/competence)
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- customer relationship management (knowledge)
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- discern written communication (skill/competence)
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- draft corporate emails (skill/competence)
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- follow up orders for customers (skill/competence)
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- handle helpdesk problems (skill/competence)
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- improve customer interaction (skill/competence)
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- knowledge base (knowledge)
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- measure customer feedback (skill/competence)
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- notify customers on special offers (skill/competence)
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- prepare correspondence for customers (skill/competence)
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- process payments (skill/competence)
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- provide customers with order information (skill/competence)
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- provide customers with price information (skill/competence)
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