Оператор контакт-центра — работа в Финляндии
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
Оператор контакт-центра - Какие навыки обязательны?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
The marketing concept referring to the deep understanding of the customer's motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This information is then useful for commercial purposes.
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Respond to customers' inquiries and provide customers with appropriate information.
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
Provide customers with cordial, prompt communication to accept orders, notify them in the event of shipment issues, and provide quick resolutions.
Gain customer interest and trust; establish relationships with wide varieties of people; communicate in a likeable and persuasive style; understand and respond to the individual desires and needs of customers.
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Оператор контакт-центра - Какие навыки полезны, но не обязательны?
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.
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Follow-up/tracking of an order and notifying the customer when the goods have arrived.
Analyse call quality and performance trends; provide recommendations for future improvement.
Provide order information to customers by telephone or e-mail; clearly communicate about price ratings, shipping dates and possible delays.
Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
Draft, prepare and issue correspondence to customers informing about pending bills, merchandising communication, apology letters, or greeting mails.
Permanently refine and improve the quality of customer interaction and customer satisfaction; make continuous efforts to improve business standards.
Deliver 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 needs.
Provide customers with accurate and up-to-date information about charges and price rates.
The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Notify customers on new promotional actions and special offers.
Prepare, compile, and write mails with the adequate information and an appropriate language to make internal or external communications.
Другие профессии
- Техник сервисного обслуживания
- Торговый представитель
- Менеджер по продаже рекламы
- Оператор онлайн-чата
- Специалист по обслуживанию клиентов
- Руководитель службы обслуживания
- Руководитель контакт-центра
- Инженер по продажам сельскохозяйственной техники и оборудования
- Инженер по продажам химической продукции
- Инженер по продажам скобяных изделий, сантехнического и отопительного оборудования
- Инженер по продажам машин и промышленного оборудования
- Инженер по продажам горной и строительной техники