Telephone Operator (Customer Consultation Room)
でんわオペレーター（おきゃくさまそうだんしつ）
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Call Center Operators
Summary
Job at a company's call center or customer consultation room, handling customer inquiries and complaints via telephone, solving problems, and providing guidance.
Description
Telephone operators (customer consultation room) work in corporate or government call centers, receiving customer inquiries, complaints, and orders via telephone, providing appropriate responses and procedures. They manage information using customer service systems (CRM) and escalate to other departments as needed. The work mainly follows manuals and FAQs, but flexible judgment is required depending on the situation. KPIs are often set to evaluate operational efficiency and response quality, requiring attention to voice tone, speaking style, and response speed.
Future Outlook
While AI chatbots and automated response systems are advancing, demand for human operators remains for emotional support and complex inquiries. Acquiring specialized knowledge and advanced communication skills is expected to expand roles into higher-value areas.
Personality Traits
Work Style
Call center / Full-time / Remote / Shift
Career Path
Operator → Team leader/SV → Quality control staff → Manager → Training staff
Required Skills
Basic PC operation (CRM system) / Customer service skills / Information search / Phone handling / Typing skills
Recommended Skills
Business manners / Business software operation / Complaint handling / Specialized knowledge
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because flexibility is needed to handle diverse customer interactions and system changes. |
| Attention to Detail & Accuracy | Because customer information and instructions must be handled accurately. |
| Communication Skills | Because clear and polite communication is required in phone interactions with customers. |
| Stress Tolerance | Because handling complaints imposes high mental stress. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Most responses follow templates, so original ideas are rarely required. |
| Initiative & Leadership | Responses mainly follow manuals, with limited independent judgment. |
| Numerical & Quantitative Analysis | Few tasks require mathematical analysis. |
| Physical Stamina & Endurance | Mainly desk work, so physical demands are low. |
Related Qualifications
- Business Telephone Certification
- Service Manners Certification
Aliases
- Call center operator
- Contact center operator
- Customer support
Related Jobs
- Inbound operator
- Outbound operator
- Technical support staff