What soft skills related to FCR (First Contact Resolution), AHT (Average Handling Time), CSAT (Customer Satisfaction), DSAT (Dissatisfaction), and escalation matrix are considered important in this role?

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Soft skills related to FCR, AHT, CSAT, DSAT, and escalation matrix are crucial for Senior Operations Representative role.

Strong communication skills to effectively resolve customer issues on the first contact (FCR)
Ability to efficiently handle customer inquiries to maintain a low Average Handling Time (AHT)
Empathy and active listening skills to ensure high Customer Satisfaction (CSAT)
Conflict resolution skills to address Dissatisfaction (DSAT) and prevent escalations
Understanding of escalation matrix and knowing when to escalate issues to higher levels

What soft skills related to FCR (First Contact Resolution), AHT (Average Handling Time), CSAT (Customer Satisfaction), DSAT (Dissatisfaction), and escalation matrix are considered important in this role?

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