Profession live chat operator

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.

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Personality Type

• Enterprising / Conventional

Related professions call centre, service desk

• Call centre agent inbound
• Call centre agent outbound
• Call centre manager
• Client information worker, all other
• Contact centre information clerk
• Customer service representative
• Emergency centre telephonist
• Enquiry clerk
• First line supervisor call centre agents
• Survey or market research interviewer

Knowledge

• Information confidentiality

  The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.

• Characteristics of products

  The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

• Characteristics of services

  The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Skills

• Handle tasks independently

  Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.

• Keep task records

  Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.

• Guarantee customer satisfaction

  Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

• Work with e-services available to clients

  Use, manage and work with public and private online services, such as e-commerce, e-governance, e-banking, e-health services.

• Have computer literacy

  Utilise computers, IT equipment and modern day technology in an efficient way.

• Persuade clients with alternatives

  Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.

• Respond to inquiries in written form

  Draft concise and to-the-point answers in order to reply, in a written form, to entering inquiries formulated in written formats as well.

• Process data

  Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.

• Perform multiple tasks at the same time

  Execute multiple tasks at the same time, being aware of key priorities.

• Adapt to changing situations

  Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Use internet chat

  Chat online using dedicated chat websites, messenger applications or social media websites.

• Discern written communication

  Strive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the meaning of the sender.

• Type at speed

  Type texts accurately at a high speed.

Optional knowledge and skills

Source: Sisyphus ODB