live chat operatortocustomer service representative
A live chat operator already meets 32% of what the customer service representative role asks for. The move turns on 16 required skills not yet in the profile.
32%
70.4/ 100
1 Share of the customer service representative role’s weighted skill requirement already met by the live chat operator 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 this move works
A customer service representative role treats 8 of its required skills as things a live chat operator already does. These are the ones it depends on most.
- create solutions to problems
- guarantee customer satisfaction
- have computer literacy
- knowledge base
- perform escalation procedure
- perform multiple tasks at the same time
What stands in the way is 16 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 12 skills that carry over, these are the ones fewest other occupations ask for. A customer service representative role needs them, and most people applying for one will not have them already. This is the part of a live chat operator background worth leading with.
- 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 8 the customer service representative role treats as required.
Table 3 · What you would need to learn
The 27 missing skills fall into 8 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.
- required, not held identify customer's needs required
- required, not held implement customer follow-up required
- required, not held apply conflict management required
- required, not held apply knowledge of human behaviour required
- required, not held communicate with customers required
- required, not held ensure client orientation required
- required, not held listen actively required
- optional, not held contact customers optional
- optional, not held facilitate official agreement optional
- optional, not held show diplomacy optional
- optional, not held speak different languages optional
- optional, not held upsell products optional
- required, not held determine charges for customer services required
- required, not held process order forms with customer's information required
- required, not held control of expenses required
- required, not held keep records of customer interaction required
- optional, not held measure customer feedback optional
- required, not held process refunds required
- required, not held manage schedule of tasks required
- required, not held process customer orders required
- required, not held customer service required
- optional, not held sales activities optional
- optional, not held relationship marketing optional
- required, not held provide information required
- optional, not held data mining methods optional
2 further areas in the appendix
Table 4 · Where to start
The 3 entries a customer service representative role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 determine charges for customer services skill · occupation specific
- 02 customer service knowledge · sector specific
- 03 identify customer's needs skill · sector specific
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 12 skills that carry over
- already held create solutions to problems skill
- already held guarantee customer satisfaction skill
- already held have computer literacy skill
- already held knowledge base knowledge
- already held perform escalation procedure skill
- already held perform multiple tasks at the same time skill
- already held process data skill
- already held provide customer follow-up services skill
- already held carry out active selling skill
- already held e-commerce systems knowledge
- already held perform data analysis skill
- already held use customer relationship management software skill
The 2 learning areas not shown above
- optional, not held consumer protection optional
- optional, not held use e-services optional
11 supplementary skills, helpful but not required
- optional, not held contact customers optional
- optional, not held sales activities optional
- optional, not held consumer protection optional
- optional, not held data mining methods optional
- optional, not held facilitate official agreement optional
- optional, not held measure customer feedback optional
- optional, not held relationship marketing optional
- optional, not held show diplomacy optional
- optional, not held speak different languages optional
- optional, not held upsell products optional
- optional, not held use e-services optional
23 held skills the customer service representative role does not ask for
- not needed by the target role adapt to changing situations skill
- not needed by the target role answer incoming calls skill
- not needed by the target role call-centre technologies knowledge
- not needed by the target role characteristics of products knowledge
- not needed by the target role characteristics of services knowledge
- not needed by the target role communication principles knowledge
- not needed by the target role discern written communication skill
- not needed by the target role e-procurement knowledge
- not needed by the target role exercise patience skill
- not needed by the target role handle helpdesk problems skill
- not needed by the target role handle tasks independently skill
- not needed by the target role information confidentiality knowledge
- not needed by the target role keep task records skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role prioritise requests skill
- not needed by the target role respond to inquiries in written form skill
- not needed by the target role sales argumentation knowledge
- not needed by the target role type at speed skill
- not needed by the target role use communication devices skill
- not needed by the target role use communication techniques skill
- not needed by the target role use internet chat skill
- not needed by the target role utilise cross-selling skill
- not needed by the target role work with e-services available to citizens skill
5 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- required, not held customer service required
- optional, not held sales activities optional
- optional, not held consumer protection optional
- optional, not held data mining methods optional
- optional, not held relationship marketing optional
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.