Which of these skills do you have? Tick the ones you have done. They count wherever you built them: this job, a past one, or outside work.
Active ListeningAttentively hearing and understanding spoken information from customers, colleagues, or clients to ensure accurate responses and outcomes. Core Complaint HandlingManaging customer or client complaints professionally and empathetically to reach fair and timely resolutions in line with organisational policy. Core Confidentiality and Privacy ComplianceHandling sensitive personal and health information in accordance with the Australian Privacy Act and organisational confidentiality obligations. Core Conflict De-escalationApplying verbal and non-verbal techniques to calm distressed or agitated customers and redirect conversations toward resolution. Core CRM System OperationUsing customer relationship management platforms to record interactions, track cases, and manage client information accurately. Core Customer Needs AssessmentIdentifying and understanding the specific needs, goals, and circumstances of a customer or participant to guide appropriate support or solutions. Core Data Entry and AccuracyInputting information into systems and databases with a high degree of accuracy and attention to detail to maintain data integrity. Core Empathy and Emotional IntelligenceRecognising and responding sensitively to the emotions and circumstances of others to build trust and deliver person-centred support. Core Inbound Call HandlingManaging high volumes of inbound telephone enquiries professionally while maintaining quality and adherence to call scripts. Core MultitaskingManaging multiple tasks or interactions simultaneously without compromising quality or accuracy of outputs. Core Policy and Procedure AdherenceConsistently applying workplace policies, procedures, and guidelines to ensure compliant and consistent service delivery. Core SLA and KPI AdherenceConsistently meeting service level agreements and key performance indicators related to response times, resolution rates, and quality scores. Core Telephone EtiquetteDemonstrating professional and courteous conduct during telephone interactions, including appropriate greetings, tone, and call closure techniques. Core Time Management and PrioritisationOrganising daily tasks and workloads effectively to meet deadlines and service level targets in a fast-paced environment. Core Verbal CommunicationConveying information clearly and professionally in spoken interactions across phone, in-person, and virtual environments. Core Adaptability and FlexibilityAdjusting approaches, priorities, and behaviours in response to changing work demands, processes, or organisational requirements. Digital LiteracyUsing digital tools, software platforms, and online systems confidently and effectively to complete work tasks and communicate professionally. Email ManagementManaging high volumes of email correspondence efficiently, including triaging, responding, filing, and escalating as appropriate. Escalation ManagementIdentifying situations that require senior intervention and escalating cases appropriately while maintaining clear communication with all parties. Microsoft Office Suite ProficiencyOperating Microsoft Word, Excel, Outlook, and Teams to a competent level to support administrative and operational tasks. Upselling and Cross-SellingIdentifying opportunities to introduce customers to additional products or services that genuinely meet their needs during interactions. Workflow Queue ManagementPrioritising and processing tasks from a shared work queue to meet service level agreements and operational targets. Written CommunicationComposing clear, professional, and accurate written correspondence including emails, case notes, and reports in Australian workplace contexts.
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