User Support Staff (Phone-based)
ユーザーサポートかかりいん（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 occupation that handles user inquiries and troubleshooting via phone, providing problem resolution and support.
Description
User Support Staff (Phone-based) handles inquiries from customers and users regarding products and services via telephone, performing problem resolution and usage guidance. They accurately gather inquiry details, search and provide information using internal systems, and escalate to specialized departments as needed. To improve customer satisfaction, they also handle courteous responses, manual updates, and FAQ maintenance.
Future Outlook
While chatbots and AI automation advance with digital transformation, demand remains high for advanced customer handling and empathetic support. The value of personnel with multilingual skills and data analysis abilities is rising.
Personality Traits
Attentive / Bright and clear speaking style / Calm and level-headed / Empathetic / Patient
Work Style
Night Shift / Office Work / Part-time and Casual OK / Remote Call Center / Shift work
Career Path
Junior Call Center Operator → Senior Operator → Team Leader → Supervisor → Manager
Required Skills
Basic PC Operations (CRM System) / Communication Skills (Etiquette) / Listening / Listening Skills / Phone Response Skills
Recommended Skills
Data Entry Speed / Excel (Basic) / Multilingual Support / Product Knowledge / Stress Management
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because the handled products, systems, and customer needs change frequently. |
| Attention to Detail & Accuracy | Because it is necessary to process inquiry contents and procedures without errors. |
| Communication Skills | Accurate and courteous communication over the phone is essential. |
| Problem Solving | Because it is necessary to promptly present solutions for various inquiries. |
| Stress Tolerance | Because they face high-stress situations such as complaints and emergency responses. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Standardized responses are the main focus, with little need for innovative ideas. |
| Numerical & Quantitative Analysis | Because conversations and information organization take precedence over numerical analysis. |
| Physical Stamina & Endurance | Because they sit for long periods handling calls, physical burden is low. |
Aliases
- Call Center Operator
- Contact Center Operator
- Customer Support
Related Jobs
- Chat Support Operator
- Reception Clerk
- Technical Support