Hard Skills

• Customer support
• Call center operations
• Inbound calls
• Outbound calls
• High-volume call handling
• Order processing
• Complaint resolution
• Issue escalation
• Account management
• Upselling and cross-selling
• Customer retention
• Service level adherence (SLA)
• Knowledge base utilization
• Ticketing and case management
• Multichannel support (phone, email, chat)

Soft Skills

• Active listening
• Empathy
• Problem-solving
• Conflict resolution
• Patience
• Adaptability
• Time management
• Attention to detail
• Professional communication
• Team collaboration
• Customer-focused mindset
• Stress tolerance

Technical Proficiencies

• CRM software
• Salesforce
• Zendesk
• Freshdesk
• ServiceNow
• Help desk systems
• Live chat platforms
• VoIP phone systems
• Automatic Call Distributor (ACD)
• Interactive Voice Response (IVR)
• Microsoft Office (Word, Excel, Outlook)
• Data entry
• Knowledge of KPIs (AHT, FCR, CSAT)

Industry Certifications & Knowledge

• Customer service best practices
• Call center quality standards
• Customer experience (CX)
• Net Promoter Score (NPS)
• HIPAA compliance (if applicable)
• PCI compliance (if applicable)
• Product and service knowledge
• Company policies and procedures

Action Verbs

• Resolved
• Assisted
• Responded
• Addressed
• Escalated
• Documented
• Processed
• Improved
• Exceeded
• Collaborated
• Communicated
• Supported
• Managed
• Handled
• Followed up