Customer Consultation Counter Staff (Telephone-based)
こきゃくそうだんまどぐちがかり（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 clerical job that handles customer inquiries and complaints via phone, provides service guidance, and resolves problems.
Description
Customer Consultation Counter Staff (Telephone-based) is a job in call centers and similar settings where staff respond to customer inquiries and complaints over the phone, provide guidance on products and services, offer consultations, and perform troubleshooting. They accurately listen to customer feedback, respond based on manuals and knowledge bases, and escalate to relevant departments when necessary. They also handle data entry into CRM systems, create response records, collect feedback for quality improvement, and contribute to enhancing customer satisfaction.
Future Outlook
While AI voice response systems and chatbots are advancing, the demand for human interaction to improve customer experience remains strong. In the future, skills in handling diverse channels and complex complaints will be required, and personnel demand is expected to remain stable.
Personality Traits
Calm and Composed / Empathetic / Good Listener / Patient / Team-oriented
Work Style
Career Path
Operator → Shift Leader → Supervisor → Manager → Call Center Operations Planning
Required Skills
CRM System Operation / Complaint Handling / Listening Skills / Phone Handling / Record Keeping
Recommended Skills
Basic PC Operation / Communication Skills (English) / Stress Management / Time Management
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | To accurately grasp customer information and requests and prevent misunderstandings. |
| Communication Skills | High communication skills are required for smooth dialogue with customers and building trust. |
| Stress Tolerance | Need to endure psychological stress from customer complaints and continuous responses. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Less opportunity to demonstrate creativity as it follows standardized manuals. |
| Initiative & Leadership | The scope for independent judgment is limited as responses are based on manuals. |
| Numerical & Quantitative Analysis | Mainly involves organizing information rather than complex numerical analysis. |
| Planning & Organization | Immediate response is required rather than planning in individual call handling. |
Aliases
- Call Center Operator
- Telephone Operator
Related Jobs
- Chat Operator
- Inbound Operator
- Outbound Operator