Directory Assistance Operator
でんわばんごうあんないにん
Industry & Occupation
Classification
Summary
Directory assistance operators respond to callers' inquiries over the phone and provide the desired phone numbers and related information.
Description
Directory assistance operators use telephone switchboards or databases to search for and provide appropriate phone numbers according to callers' requests. Following operational manuals, they deliver accurate information and courteous responses to improve customer satisfaction. They leverage multiple information sources comprehensively and handle complex inquiries when necessary.
Future Outlook
While the adoption of AI chatbots and automated guidance systems is advancing, human skills will continue to be needed for complex inquiries and nuanced responses, so demand for highly specialized operators is expected to persist.
Personality Traits
Calm and Composed / Emphasizes Accuracy / Good Listener / Polite and Courteous
Work Style
Career Path
Junior Operator → Senior Operator → Supervisor → Manager → Customer Service Coordinator
Required Skills
Basic PC Operation / Foreign Language Proficiency / Information Search / Telephone Response Skills
Recommended Skills
CRM System Operation / Multilingual Support / Understanding of Operational Manuals
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | The ability to flexibly respond to diverse inquiries is required. |
| Attention to Detail & Accuracy | High attention to detail is required to prevent incorrect guidance. |
| Communication Skills | High communication skills are required for smooth interactions with customers. |
| Stress Tolerance | It is necessary to endure long hours of continuous responses and complaint handling. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Routine tasks are the main focus, and creative thinking is not particularly required. |
| Initiative & Leadership | Work is centered on following manuals, so initiative is not particularly necessary. |
| Numerical & Quantitative Analysis | There are few opportunities to perform complex numerical analysis. |
| Planning & Organization | Immediate responses are prioritized over prior planning. |
Aliases
- Number Guide Operator
- Telephone Guide Operator
Related Jobs
- Call Center Operator
- Customer Support
- Reception Staff