2.5 KiB
2.5 KiB
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 (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 %