Live Chat Operator Customer Services Clerks
SaveWhat Does a Live Chat Operator Do?
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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Where Do I Start?
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.
Sign up to trackReady to go deeper? Pick up to 3 skills to focus on from the list below.
These are common skills for this role. Real-world experience matters more than ticking every box — use this as a guide, not a checklist.
Skills You Need to Become a Live Chat Operator
Essential Skills
Essential Skills
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EssentialInformation Confidentiality knowledge
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 …
No book recommendations available yet.
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EssentialCharacteristics Of Products knowledge
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
No book recommendations available yet.
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EssentialCharacteristics Of Services knowledge
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
No book recommendations available yet.
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EssentialAdapt To Changing Situations skill
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.
Course recommendations coming soon.
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EssentialCreate Solutions To Problems skill
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 …
Course recommendations coming soon.
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EssentialGuarantee Customer Satisfaction skill
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Course recommendations coming soon.
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EssentialHave Computer Literacy skill
Utilise computers, IT equipment and modern day technology in an efficient way.
Course recommendations coming soon.
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EssentialKeep Task Records skill
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
Course recommendations coming soon.
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EssentialPerform Multiple Tasks At The Same Time skill
Course recommendations coming soon.
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EssentialProcess Data skill
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.
Course recommendations coming soon.
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EssentialDiscern Written Communication skill
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 …
Course recommendations coming soon.
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EssentialHandle Tasks Independently skill
Course recommendations coming soon.
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EssentialPersuade Clients With Alternatives skill
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.
Course recommendations coming soon.
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EssentialRespond To Inquiries In Written Form skill
Draft concise and to-the-point answers in order to reply, in a written form, to entering inquiries formulated in written formats as well.
Course recommendations coming soon.
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EssentialType At Speed skill
Type texts accurately at a high speed.
Course recommendations coming soon.
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EssentialUse Internet Chat skill
Chat online using dedicated chat websites, messenger applications or social media websites.
Course recommendations coming soon.
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EssentialWork With E-services Available To Clients skill
Use, manage and work with public and private online services, such as e-commerce, e-governance, e-banking, e-health services.
Course recommendations coming soon.
Optional Skills (5 of 17 displayed)
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OptionalE-commerce Systems knowledge
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
Recommended Books
2 books -
OptionalSales Argumentation knowledge
Techniques 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.
No book recommendations available yet.
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OptionalCommunication Principles knowledge
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Recommended Books
1 book -
OptionalCall-centre Technologies knowledge
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
No book recommendations available yet.
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OptionalE-procurement knowledge
The functioning and methods used to manage electronic purchases.
Recommended Books
2 books -
OptionalCarry Out Active Selling skill
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 …
Course recommendations coming soon.
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OptionalPerform Data Analysis skill
Collect 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.
Course recommendations coming soon.
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OptionalProvide Customer Follow-up Services skill
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
Course recommendations coming soon.
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OptionalUse Communication Devices skill
Operate communication devices in order to interact with customers, colleagues, and others.
Course recommendations coming soon.
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OptionalUse Communication Techniques skill
Apply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.
Course recommendations coming soon.
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OptionalUse Customer Relationship Management Software skill
Use 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 targeted sales.
Course recommendations coming soon.
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OptionalAnswer Incoming Calls skill
Respond to customers' inquiries and provide customers with appropriate information.
Course recommendations coming soon.
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OptionalExercise Patience skill
Course recommendations coming soon.
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OptionalHandle Helpdesk Problems skill
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Course recommendations coming soon.
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OptionalPerform Escalation Procedure skill
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
Course recommendations coming soon.
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OptionalPrioritise Requests skill
Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time
Course recommendations coming soon.
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OptionalUtilise Cross-selling skill
Apply sales techniques to sell additional products or services to current customers.
Course recommendations coming soon.