As a Live Chat Operator, you will need to master following:

• characteristics of products
• characteristics of services
• discern written communication
• guarantee customer satisfaction
• handle tasks independently
• information confidentiality
• respond to inquiries in written form
• type at speed
• use internet chat
• work with e-services available to citizens

More generally, a live chat operator is also versed in:

• adapt to changing situations
• create solutions to problems
• have computer literacy
• keep task records
• perform multiple tasks at the same time
• persuade clients with alternatives
• process data

It also helps to know the following:

• carry out active selling
• e-commerce systems
• e-procurement
• sales argumentation
• utilise cross-selling
• answer incoming calls
• call-centre technologies
• communication principles
• exercise patience
• handle helpdesk problems
• perform data analysis
• perform escalation procedure
• prioritise requests
• provide customer follow-up services
• use communication devices
• use communication techniques
• use customer relationship management software
• use e-services