Mail-order operator (telephone-based)
つうはんオペレーター
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Call Center Operators
Summary
A job that receives orders from customers over the phone, provides guidance on products and services, handles order entry, and responds to inquiries.
Description
Mail-order operators (telephone-based) handle order reception by phone from customers, product explanations, stock checks, shipping procedures, returns and exchanges, and more. They use CTI and CRM systems to accurately input and manage order information, and also handle customer inquiries and complaints. Work is done on a shift basis, often under pressure with frequent complaints, requiring stress tolerance and precise communication skills. Additionally, the ability to make sales promotions and upselling proposals is important.
Future Outlook
Demand for order processing remains stable with the expansion of the e-commerce market. While automation tools like AI chatbots increase, there is still a need for human handling in complex customer interactions and cross-selling.
Personality Traits
Attentive / Can provide bright and polite customer service / Good listener / Has patience / Strong sense of responsibility
Work Style
Career Path
Operator → Team leader → Supervisor → Quality control staff → Call center manager
Required Skills
Communication skills (customer service) / Office software (dedicated terminal handling) / Phone handling
Recommended Skills
Business improvement proposal skills / Communication skills training / Complaint handling
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Because errors in order information directly affect customer satisfaction. |
| Communication Skills | Because smooth conversations, apologies, and persuasion with customers are required. |
| Stress Tolerance | Mental resilience is needed to handle complaints and urgent requests under mental pressure. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Creativity is limited as responses mainly follow manuals. |
| Physical Stamina & Endurance | Mainly desk work with low physical demands. |
Aliases
- Sales reception staff
- Telephone mail-order operator
- Telephone operator
Related Jobs
- Call center operator
- Customer support
- Telemarketing staff
- Telephone reception staff