Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

customer service representativetolive chat operator

A customer service representative already meets 32% of what the live chat operator role asks for. The move turns on 12 required skills not yet in the profile.

From customer service representative
32%
Overlap1
To live chat operator
12 Skills carried over
12 Required, not held
68.9 Difficulty2
Career overlap Distant match

32%

Learning distance Substantial retraining

68.9/ 100

1 Share of the live chat operator role’s weighted skill requirement already met by the customer service representative profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Why

Why this move works

A live chat operator role treats 5 of its required skills as things a customer service representative already does. These are the ones it depends on most.

  • create solutions to problems
  • guarantee customer satisfaction
  • have computer literacy
  • perform multiple tasks at the same time
  • process data

What stands in the way is 12 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

Table 2 · What you already bring

Of the 12 skills that carry over, these are the ones fewest other occupations ask for. A live chat operator role needs them, and most people applying for one will not have them already. This is the part of a customer service representative background worth leading with.

Skill the target role also needs Area
  • already held perform escalation procedure communication, collaboration and creativity
  • already held knowledge base information and communication technologies (icts)
  • already held use customer relationship management software working with computers
  • already held process data information skills
  • already held carry out active selling communication, collaboration and creativity
  • already held e-commerce systems information and communication technologies (icts)

All 12 carried skills, including the 5 the live chat operator role treats as required.

Table 3

Table 3 · What you would need to learn

The 23 missing skills fall into 10 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier
01 communication, collaboration and creativity 5 required, 3 supplementary
  • required, not held discern written communication required
  • required, not held respond to inquiries in written form required
  • required, not held use internet chat required
  • required, not held adapt to changing situations required
  • required, not held persuade clients with alternatives required
  • optional, not held utilise cross-selling optional
  • optional, not held handle helpdesk problems optional
  • optional, not held use communication techniques optional
02 information skills 3 required
  • required, not held handle tasks independently required
  • required, not held type at speed required
  • required, not held keep task records required
03 business, administration and law 1 required, 2 supplementary
  • required, not held characteristics of services required
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional
04 information and communication technologies (icts) 1 required, 1 supplementary
  • required, not held information confidentiality required
  • optional, not held call-centre technologies optional
05 engineering, manufacturing and construction 1 required
  • required, not held characteristics of products required
06 working with computers 1 required
  • required, not held work with e-services available to citizens required

4 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a live chat operator role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 12 skills that carry over
Skill Type
  • already held create solutions to problems skill
  • already held guarantee customer satisfaction skill
  • already held have computer literacy skill
  • already held perform multiple tasks at the same time skill
  • already held process data skill
  • already held carry out active selling skill
  • already held e-commerce systems knowledge
  • already held knowledge base knowledge
  • already held perform data analysis skill
  • already held perform escalation procedure skill
  • already held provide customer follow-up services skill
  • already held use customer relationship management software skill
The 4 learning areas not shown above
Skill to acquire Tier
07 management skills 2 supplementary
  • optional, not held exercise patience optional
  • optional, not held prioritise requests optional
08 assisting and caring 1 supplementary
  • optional, not held answer incoming calls optional
09 generic programmes and qualifications 1 supplementary
  • optional, not held communication principles optional
10 working with machinery and specialised equipment 1 supplementary
  • optional, not held use communication devices optional
11 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional
  • optional, not held utilise cross-selling optional
  • optional, not held answer incoming calls optional
  • optional, not held call-centre technologies optional
  • optional, not held communication principles optional
  • optional, not held exercise patience optional
  • optional, not held handle helpdesk problems optional
  • optional, not held prioritise requests optional
  • optional, not held use communication devices optional
  • optional, not held use communication techniques optional
27 held skills the live chat operator role does not ask for
Skill Type
  • not needed by the target role apply conflict management skill
  • not needed by the target role apply knowledge of human behaviour skill
  • not needed by the target role communicate with customers skill
  • not needed by the target role consumer protection knowledge
  • not needed by the target role contact customers skill
  • not needed by the target role control of expenses skill
  • not needed by the target role customer service knowledge
  • not needed by the target role data mining methods knowledge
  • not needed by the target role determine charges for customer services skill
  • not needed by the target role ensure client orientation skill
  • not needed by the target role facilitate official agreement skill
  • not needed by the target role identify customer's needs skill
  • not needed by the target role implement customer follow-up skill
  • not needed by the target role keep records of customer interaction skill
  • not needed by the target role listen actively skill
  • not needed by the target role manage schedule of tasks skill
  • not needed by the target role measure customer feedback skill
  • not needed by the target role process customer orders skill
  • not needed by the target role process order forms with customer's information skill
  • not needed by the target role process refunds skill
  • not needed by the target role provide information skill
  • not needed by the target role relationship marketing knowledge
  • not needed by the target role sales activities knowledge
  • not needed by the target role show diplomacy skill
  • not needed by the target role speak different languages skill
  • not needed by the target role upsell products skill
  • not needed by the target role use e-services skill
7 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier
  • required, not held characteristics of products required
  • required, not held characteristics of services required
  • required, not held information confidentiality required
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional
  • optional, not held call-centre technologies optional
  • optional, not held communication principles optional
Index

Other moves recorded from customer service representative

Full index of moves from customer service representative

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.