# Competences — customer service representative

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/13d1b2b4-99dd-44da-9734-c9f74bae18f7).

## Essential

- **apply conflict management** (skill/competence)
- **apply knowledge of human behaviour** (skill/competence)
- **communicate with customers** (skill/competence)
- **control of expenses** (skill/competence)
- **create solutions to problems** (skill/competence)
- **customer service** (knowledge)
- **determine charges for customer services** (skill/competence)
- **ensure client orientation** (skill/competence)
- **guarantee customer satisfaction** (skill/competence)
- **have computer literacy** (skill/competence)
- **identify customer's needs** (skill/competence)
- **implement customer follow-up** (skill/competence)
- **keep records of customer interaction** (skill/competence)
- **knowledge base** (knowledge)
- **listen actively** (skill/competence)
- **manage schedule of tasks** (skill/competence)
- **perform escalation procedure** (skill/competence)
- **perform multiple tasks at the same time** (skill/competence)
- **process customer orders** (skill/competence)
- **process data** (skill/competence)
- **process order forms with customer's information** (skill/competence)
- **process refunds** (skill/competence)
- **provide customer follow-up services** (skill/competence)
- **provide information** (skill/competence)

## Optional

- carry out active selling (skill/competence)
- consumer protection (knowledge)
- contact customers (skill/competence)
- data mining methods (knowledge)
- e-commerce systems (knowledge)
- facilitate official agreement (skill/competence)
- measure customer feedback (skill/competence)
- perform data analysis (skill/competence)
- relationship marketing (knowledge)
- sales activities (knowledge)
- show diplomacy (skill/competence)
- speak different languages (skill/competence)
- upsell products (skill/competence)
- use customer relationship management software (skill/competence)
- use e-services (skill/competence)

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## Market evidence (job-ad analysis, 27 ads, as of 2026-07-11)

Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.

### Hard skills

- customer service — **78 %**
- data entry — **26 %**
- problem solving — **19 %**

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