Call Center Operator
こーるせんたーおぺれーたー
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Call Center Operators
Summary
A job that responds to customer inquiries, requests, and complaints via phone or internet, providing information and solving problems.
Description
Call center operators handle customer inquiries via phone, chat, or email in a call center. They answer questions about products or services, process orders, perform troubleshooting, handle complaints, and contribute to improving customer satisfaction for the company. Work is based on manuals or scripts, but quick judgment according to situations, escalation to other departments, and accurate recording of response history are also required. There are various work styles such as shift work or remote work, and regular training and skill checks are conducted to maintain and improve response quality.
Future Outlook
With improvements in customer satisfaction and DX initiatives, the introduction of chat and AI responses is progressing, but the demand for human interaction remains high. Through collaboration with AI chatbots, operators will shift to roles focusing on more advanced responses and enhancing customer experience.
Personality Traits
Calm and composed / Empathetic / Patient / Polite and courteous
Work Style
Career Path
Call Center Staff → Supervisor → Team Leader → Center Manager → Quality Control Staff
Required Skills
Basic PC Operation / CRM System Operation / Manual Compliance / Phone Response Skills
Recommended Skills
Communication Skills (Email/Chat) / Communication Skills (English) / Typing Skills
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | To quickly respond to sudden complaints or business changes. |
| Attention to Detail & Accuracy | Because it is necessary to accurately record customer information and response history. |
| Communication Skills | To accurately understand customer requests and respond politely. |
| Stress Tolerance | High mental resilience is required to handle complaints and a large number of calls. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Mainly follows manuals or scripts. |
| Numerical & Quantitative Analysis | No specialized aggregation or numerical analysis. |
| Physical Stamina & Endurance | Mainly desk-based work with little heavy labor. |
Aliases
- Customer Support
- Telephone Operator
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