Live chat operator
Code 4222.1.1
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
Knowledge
- characteristics of products
- characteristics of services
Skills and competences
- adapt to changing situations
- create solutions to problems
- discern written communication
- guarantee customer satisfaction
- keep task records
- type at speed
- persuade clients with alternatives
- process data
- respond to inquiries in written form
- have computer literacy
- work with e-services available to citizens
- use internet chat
Transversal competences
- information confidentiality
- handle tasks independently
- perform multiple tasks at the same time
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences