live chat operator

Description

Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

information confidentiality characteristics of products characteristics of services

OPTIONALAdjacent knowledge that strengthens fit

communication principles sales argumentation e-procurement e-commerce systems call-centre technologies knowledge base

Practical Skills

ESSENTIALApplied skills & competences

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

OPTIONALOptional competences

utilise cross-selling handle helpdesk problems use customer relationship management software perform escalation procedure carry out active selling prioritise requests provide customer follow-up services use communication techniques use communication devices exercise patience perform data analysis answer incoming calls