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.

Alternative Labels

live chat agent

online chat agent

online chat operator

real time chat operator

virtual chat agent

virtual chat operator

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

adapt to changing situations create solutions to problems discern written communication guarantee customer satisfaction handle tasks independently have computer literacy keep task records perform multiple tasks at the same time persuade clients with alternatives process data respond to inquiries in written form type at speed use internet chat work with e-services available to citizens

Essential Knowledge

characteristics of products characteristics of services information confidentiality

Optional Skills and Competences

answer incoming calls carry out active selling exercise patience handle helpdesk problems perform data analysis perform escalation procedure prioritise requests provide customer follow-up services use communication devices use communication techniques use customer relationship management software utilise cross-selling

Optional Knowledge

call-centre technologies communication principles e-commerce systems e-procurement knowledge base sales argumentation

Skills & Competences

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/fde97584-d8e3-413e-a662-511c9055357e

Status

released

Occupations