Help Desk Receptionist (Via Telephone)
へるぷですくうけつけがかり（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
Handles customer inquiries and troubles via telephone, performing initial response and escalation.
Description
The Help Desk Receptionist (telephone-based) receives inquiries and trouble reports from customers of companies or organizations via telephone and accurately grasps the details. Performs initial responses based on manuals or knowledge bases, and escalates to specialized departments or higher-level support as needed. Involved in recording response histories and updating FAQs and knowledge bases to improve customer satisfaction. Hospitality and communication skills are required.
Future Outlook
With the spread of IT services, demand for help desks remains stable, but the introduction of chat and AI automated responses is streamlining initial response tasks, requiring skills for handling more complex inquiries and acquiring specialized expertise.
Personality Traits
Good Listener / Kind / Patient
Work Style
Career Path
Help Desk Staff → Technical Support Engineer → Support Team Leader → Customer Success Manager
Required Skills
Basic PC Operation / Inquiry Management Tools / Office Software / Telephone Handling
Recommended Skills
Basic IT Knowledge / CRM System Operation / English Email Handling / Knowledge Base Building
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Because responding with incorrect information can escalate troubles. |
| Communication Skills | To smoothly handle customer interactions. |
| Stress Tolerance | Due to mental stress from handling complaints, etc. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Mainly manual-based responses with low degree of freedom. |
| Numerical & Quantitative Analysis | Almost no numerical analysis is performed. |
| Physical Stamina & Endurance | Mainly sedentary work with low physical demands. |
Related Qualifications
- IT Passport
- Telephone Response Skills Certification
Aliases
- Call Center Staff
- Telephone Help Desk Operator
- Telephone Help Desk Staff
Related Jobs
- Call Center Operator
- Customer Support
- IT Support Engineer
- Technical Support Staff