63 lines
2.3 KiB
Markdown
63 lines
2.3 KiB
Markdown
# Competences — customer service representative
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/13d1b2b4-99dd-44da-9734-c9f74bae18f7).
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## Essential
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- **apply conflict management** (skill/competence)
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- **apply knowledge of human behaviour** (skill/competence)
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- **communicate with customers** (skill/competence)
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- **control of expenses** (skill/competence)
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- **create solutions to problems** (skill/competence)
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- **customer service** (knowledge)
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- **determine charges for customer services** (skill/competence)
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- **ensure client orientation** (skill/competence)
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- **guarantee customer satisfaction** (skill/competence)
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- **have computer literacy** (skill/competence)
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- **identify customer's needs** (skill/competence)
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- **implement customer follow-up** (skill/competence)
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- **keep records of customer interaction** (skill/competence)
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- **knowledge base** (knowledge)
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- **listen actively** (skill/competence)
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- **manage schedule of tasks** (skill/competence)
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- **perform escalation procedure** (skill/competence)
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- **perform multiple tasks at the same time** (skill/competence)
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- **process customer orders** (skill/competence)
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- **process data** (skill/competence)
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- **process order forms with customer's information** (skill/competence)
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- **process refunds** (skill/competence)
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- **provide customer follow-up services** (skill/competence)
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- **provide information** (skill/competence)
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## Optional
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- carry out active selling (skill/competence)
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- consumer protection (knowledge)
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- contact customers (skill/competence)
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- data mining methods (knowledge)
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- e-commerce systems (knowledge)
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- facilitate official agreement (skill/competence)
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- measure customer feedback (skill/competence)
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- perform data analysis (skill/competence)
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- relationship marketing (knowledge)
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- sales activities (knowledge)
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- show diplomacy (skill/competence)
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- speak different languages (skill/competence)
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- upsell products (skill/competence)
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- use customer relationship management software (skill/competence)
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- use e-services (skill/competence)
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<!-- market-evidence -->
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## Market evidence (job-ad analysis, 27 ads, as of 2026-07-11)
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Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
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### Hard skills
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- customer service — **78 %**
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- data entry — **26 %**
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- problem solving — **19 %**
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<!-- market-evidence -->
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