Customer Consultation Desk Staff (Via Telephone)
おきゃくさまそうだんしつがかり（でんわによるもの）
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, complaints, and consultations via telephone, performing problem solving and information provision.
Description
Customer Consultation Desk Staff (Via Telephone) serves as the customer contact point for companies or organizations, handling telephone inquiries, complaint processing, and explanations or guidance on products and services. Uses dedicated CRM systems or FAQ tools to manage customer information and escalates to necessary departments for problem resolution. To maintain response quality, responses in line with response manuals and scripts are required, and skills are improved through regular training, monitoring, and feedback. Shift work is common, and evaluation may be based on KPIs such as call volume and response time.
Future Outlook
While hybrid responses combining AI chatbots and chat support advance, demand continues for telephone responses handling complex inquiries and requiring high customer satisfaction. Telework is also diversifying work styles.
Personality Traits
Calm and composed / Cheerful personality / Empathetic / Good listener / Patient
Work Style
Full-time / Part-time / contract / Shift / Work-from-home call center
Career Path
Call center operator → Leader/Supervisor → Trainer → Center operations manager → Manager
Required Skills
CRM system operation / Complaint handling / PC basic operation (data entry) / Telephone response
Recommended Skills
Business manners (honorifics and wording) / Multilingual support (English) / Product service knowledge / Stress management
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because it is necessary to quickly adapt to diverse customer needs and emergency responses. |
| Attention to Detail & Accuracy | To accurately grasp and record customer information and requests. |
| Communication Skills | To interact with customers accurately and politely. |
| Learning Agility & Knowledge Acquisition | Because it is necessary to quickly learn updates to product knowledge and response manuals. |
| Problem Solving | To accurately resolve customer problems and complaints. |
| Stress Tolerance | Because it is necessary to withstand stress from complaints and high-volume calls. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Numerical & Quantitative Analysis | Numerical analysis is not highly required. |
| Physical Stamina & Endurance | Mainly sitting work with low physical demands. |
Aliases
- Call center operator
- Telephone operator
- Telephone reception staff
Related Jobs
- Call center supervisor
- Customer support staff
- Reception staff