Directory assistance operator
ばんごうあんないこうかんしゅ
Industry & Occupation
Classification
Summary
A profession that receives requests for telephone number guidance from subscribers and accurately provides the desired telephone numbers and connection methods.
Description
Directory assistance operators respond to subscriber requests for telephone number guidance by using telephone number search systems or databases to provide the number and connection method of the desired party. As needed, they perform manual switchboard operations or call routing, provide prompt and accurate guidance, input and manage call records, comply with customer service rules and manuals, and conduct monitoring for quality control. This also includes script adherence and complaint handling to improve service quality.
Future Outlook
Demand is declining due to the spread of automated voice guidance and AI chatbots, but a shift to high-value-added services such as for the elderly is expected.
Personality Traits
Enjoys communication / Good listener / Patient / Polite and courteous
Work Style
Career Path
Directory assistance operator (Junior) → Directory assistance operator (Senior) → Supervisor → Call center manager
Required Skills
Accurate numerical reading / Basic PC operation / Search system operation / Telephone handling skills
Recommended Skills
Business manners (honorific language and speech) / Stress management / Typing speed
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Because misguiding numbers can lead to serious issues. |
| Communication Skills | Because smooth interactions with customers are at the core of the job. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Routine tasks are central, and creativity is not highly required. |
| Initiative & Leadership | Mainly manual-based tasks with few opportunities for independent judgment. |
Aliases
- Directory assistance operator
- Telephone number directory operator
Related Jobs
- Call center operator
- Information staff
- Telephone operator