What skills does a live chat operator need?

A live chat operator needs 17 essential skills including characteristics of products, information confidentiality, characteristics of services, guarantee customer satisfaction, create solutions to problems. Core competencies include .

Will AI replace live chat operator jobs?

The AI disruption score for live chat operator is 85/100 (very high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

RetailCustomer services clerksISCO 4222

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.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (17)

characteristics of productscharacteristics of productsThe tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.information confidentialityinformation confidentialityThe 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 ...characteristics of servicescharacteristics of servicesThe characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...perform multiple tasks at the same timeperform multiple tasks at the same timeExecute multiple tasks at the same time, being aware of key priorities.persuade clients with alternativespersuade clients with alternativesDescribe, 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.discern written communicationdiscern written communicationStrive 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...respond to inquiries in written formrespond to inquiries in written formDraft concise and to-the-point answers in order to reply, in a written form, to entering inquiries formulated in written formats as well.keep task recordskeep task recordsOrganise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.adapt to changing situationsadapt to changing situationsChange 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.work with e-services available to citizenswork with e-services available to citizensUse, manage and work with public and private online services, such as e-commerce, e-governance, e-banking, e-health services.type at speedtype at speedType texts accurately at a high speed.have computer literacyhave computer literacyUtilise computers, IT equipment and modern day technology in an efficient way.process dataprocess dataEnter 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.handle tasks independentlyhandle tasks independentlyHandle 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 usi...use internet chatuse internet chatChat online using dedicated chat websites, messenger applications or social media websites.

Optional (17)

sales argumentationsales argumentationTechniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.e-procuremente-procurementThe functioning and methods used to manage electronic purchases.knowledge baseknowledge baseAn online library that contains information about a product or service to help customers finding answers to their queries.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.communication principlescommunication principlesThe set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.handle helpdesk problemshandle helpdesk problemsInvestigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.perform data analysisperform data analysisCollect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.answer incoming callsanswer incoming callsRespond to customers' inquiries and provide customers with appropriate information.use communication devicesuse communication devicesOperate communication devices in order to interact with customers, colleagues, and others.use communication techniquesuse communication techniquesApply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.perform escalation procedureperform escalation procedureAssess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.use customer relationship management softwareuse customer relationship management softwareUse specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase t...carry out active sellingcarry out active sellingDeliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their ...utilise cross-sellingutilise cross-sellingApply sales techniques to sell additional products or services to current customers.provide customer follow-up servicesprovide customer follow-up servicesRegister, follow-up, solve and respond to customer requests, complaints and after-sales services.prioritise requestsprioritise requestsPrioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.