73 lines
2.5 KiB
Markdown
73 lines
2.5 KiB
Markdown
# Competences — live chat operator
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/fde97584-d8e3-413e-a662-511c9055357e).
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## Essential
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- **adapt to changing situations** (skill/competence)
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- **characteristics of products** (knowledge)
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- **characteristics of services** (knowledge)
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- **create solutions to problems** (skill/competence)
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- **discern written communication** (skill/competence)
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- **guarantee customer satisfaction** (skill/competence)
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- **handle tasks independently** (skill/competence)
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- **have computer literacy** (skill/competence)
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- **information confidentiality** (knowledge)
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- **keep task records** (skill/competence)
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- **perform multiple tasks at the same time** (skill/competence)
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- **persuade clients with alternatives** (skill/competence)
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- **process data** (skill/competence)
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- **respond to inquiries in written form** (skill/competence)
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- **type at speed** (skill/competence)
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- **use internet chat** (skill/competence)
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- **work with e-services available to citizens** (skill/competence)
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## Optional
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- answer incoming calls (skill/competence)
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- call-centre technologies (knowledge)
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- carry out active selling (skill/competence)
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- communication principles (knowledge)
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- e-commerce systems (knowledge)
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- e-procurement (knowledge)
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- exercise patience (skill/competence)
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- handle helpdesk problems (skill/competence)
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- knowledge base (knowledge)
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- perform data analysis (skill/competence)
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- perform escalation procedure (skill/competence)
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- prioritise requests (skill/competence)
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- provide customer follow-up services (skill/competence)
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- sales argumentation (knowledge)
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- use communication devices (skill/competence)
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- use communication techniques (skill/competence)
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- use customer relationship management software (skill/competence)
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- utilise cross-selling (skill/competence)
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<!-- market-evidence -->
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## Market evidence (job-ad analysis, 10 ads, as of 2026-07-15)
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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 — **50 %**
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- troubleshooting — **50 %**
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- written communication — **30 %**
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- customer support — **30 %**
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- communication skills — **30 %**
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- problem solving — **20 %**
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- data entry — **20 %**
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- typing — **20 %**
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### Responsibilities
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- responding to inquiries — **40 %**
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- documenting interactions — **30 %**
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- providing information — **30 %**
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- resolving issues — **20 %**
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- customer engagement — **20 %**
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- escalating issues — **20 %**
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<!-- market-evidence -->
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