ISCO Specialization 4222.1.1 Live Chat Operator
From Open Risk Manual
Definition
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.
Essential Skills
- Discern Written Communication
- Perform Multiple Tasks At The Same Time
- Respond To Inquiries In Written Form
- Create Solutions To Problems
- Use Internet Chat
- Type At Speed
- Work With E-Services Available To Clients
- Characteristics Of Services
- Information Confidentiality
- Keep Task Records
- Adapt To Changing Situations
- Persuade Clients With Alternatives
- Process Data
- Have Computer Literacy
- Characteristics Of Products
- Guarantee Customer Satisfaction
- Handle Tasks Independently
Optional Skills
- Call-Centre Technologies
- Perform Data Analysis
- Exercise Patience
- Provide Customer Follow-Up Services
- Perform Escalation Procedure
- Sales Argumentation
- Use Communication Devices
- E-Commerce Systems
- Communication Principles
- Handle Helpdesk Problems
- Answer Incoming Calls
- E-Procurement
- Utilise Cross-Selling
- Use Communication Techniques
- Use Customer Relationship Management Software
- Prioritise Requests
- Carry Out Active Selling
Alternative Names
- Real Time Chat Operator
- Online Chat Operator
- Virtual Chat Agent
- Live Chat Agent
- Online Chat Agent
- Virtual Chat Operator
