# Competences — live chat operator

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/fde97584-d8e3-413e-a662-511c9055357e).

## Essential

- **adapt to changing situations** (skill/competence)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **create solutions to problems** (skill/competence)
- **discern written communication** (skill/competence)
- **guarantee customer satisfaction** (skill/competence)
- **handle tasks independently** (skill/competence)
- **have computer literacy** (skill/competence)
- **information confidentiality** (knowledge)
- **keep task records** (skill/competence)
- **perform multiple tasks at the same time** (skill/competence)
- **persuade clients with alternatives** (skill/competence)
- **process data** (skill/competence)
- **respond to inquiries in written form** (skill/competence)
- **type at speed** (skill/competence)
- **use internet chat** (skill/competence)
- **work with e-services available to citizens** (skill/competence)

## Optional

- answer incoming calls (skill/competence)
- call-centre technologies (knowledge)
- carry out active selling (skill/competence)
- communication principles (knowledge)
- e-commerce systems (knowledge)
- e-procurement (knowledge)
- exercise patience (skill/competence)
- 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)
- sales argumentation (knowledge)
- use communication devices (skill/competence)
- use communication techniques (skill/competence)
- use customer relationship management software (skill/competence)
- utilise cross-selling (skill/competence)

<!-- market-evidence -->

## Market evidence (job-ad analysis, 10 ads, as of 2026-07-15)

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

### Hard skills

- customer service — **50 %**
- troubleshooting — **50 %**
- written communication — **30 %**
- customer support — **30 %**
- communication skills — **30 %**
- problem solving — **20 %**
- data entry — **20 %**
- typing — **20 %**

### Responsibilities

- responding to inquiries — **40 %**
- documenting interactions — **30 %**
- providing information — **30 %**
- resolving issues — **20 %**
- customer engagement — **20 %**
- escalating issues — **20 %**

<!-- market-evidence -->