At ListenTrust, exceptional customer service isn’t just what we do — it’s who we are. Our team of skilled, bilingual representatives brings both hard and soft skills to every interaction, ensuring reliable, top tier support you can count on. Explore the essential qualities our reps proudly demonstrate every time they pick up the phone.
You don’t have to be a pro programmer to deliver excellent customer support, but you do need to know your way around a computer. Here are some of the tech skills we make sure our ListenTrust team is fully upskilled on:
Being able to efficiently navigate call databases and relevant sales information is a boon for customers. The more familiar a team member is with a system, the more easily they can pull up relevant supporting documentation, such as spec sheets, troubleshooting information, or even a customer’s sales history. Because we work with a diverse range of clients across industries, our team brings broad experience with a variety of content management systems and platforms. This makes it highly likely that we already have familiarity with—or can quickly get up to speed on—the specific tools a client is using, enabling smoother collaboration and faster support.
In customer service, fast, efficient data entry matters. Typos cause problems, and slow typing affects how quickly you can resolve a query. Being able to read and understand data matters as well – which is why we train our reps on inputting, navigating, and analyzing data.
Ever had a call drop when you were waiting to be transferred? To maximize customer satisfaction, reps should be skilled at navigating phone systems, including holding, forwarding, and merging calls.
Whether it’s an internal system that needs troubleshooting or a client calling with a tech-related question, the ability to identify, analyze, and solve tech problems is vital. From helping customers reset passwords or update personal details to identifying and resolving glitches, tech troubleshooting is a vital skill.
With the current half-life of tech skills being only 2.5 years (with that number rapidly decreasing!) constant training and upskilling are vital. The good news? With commitment and interest, tech skills can easily be taught.
Don’t let the name fool you – there’s nothing “soft” about soft skills! Soft skills is the umbrella term for interpersonal skills. Having solid soft skills is vital, as according to a study by Harvard University, the Carnegie Foundation, and Stanford Research Center, these skills account for a whopping 85% of job success. For customer support representatives, crucial soft skills include:
This is a communication approach where the representative strives to fully engage with the speaker by listening closely and seeking full understanding – rather than just waiting to chime in with an answer. Active listening drives communication, understanding, and relationship-building.
The ability to effectively share ideas and information is vital in a customer service role. Reps who can speak clearly, calmly, and concisely can quickly and efficiently resolve issues – while ensuring that customers feel heard and supported.
Customers calling in are often seeking help or support with a question or task. Being able to show interest and empathy can help minimize tension while also painting your brand in a powerfully empathetic light.
About 20% of the US population is bilingual. Reps who can meet a caller in their home language can quickly build rapport and overcome potential communication difficulties – which is why ListenTrust is proud to offer a team of reps who speak both English and Spanish at a native level.
Resolving a question or challenge can sometimes require escalation. Knowing when and how to work with others to achieve a desired outcome is a powerful skill that pools resources and results in positive outcomes for all.
A vital skill in high-volume, dynamic environments, pressure management involves using emotional regulation and stress management techniques to stay calm and collected – maintaining performance even in high-stress, time-limited situations.
Problem-solving is one of the top soft skills a customer support rep can demonstrate. The ability to analyze a problem, identify possible solutions, and then choose the best, most efficient outcome is the mark of a great rep.
There’s no shortage of the soft skills required to do a great job in customer service – and at ListenTrust we work hard to ensure our team is on top of their soft skills game.
At ListenTrust, we know that exceptional customer service is multi-faceted. We pride ourselves on our team of smart, skilled customer experience reps who can nimbly navigate today’s technology – while smoothly resolving questions or inquiries – and are on a constant mission to build and improve our skills at every turn. When you engage ListenTrust, you can always be confident that your company is being represented by someone who excels at the combination of tech and soft skills required to put a smile on a customer’s face – every time.
Ready to deliver exceptional customer service supported by a team of nearshore bilingual reps? Drop us a line!
At ListenTrust, we don’t just handle calls—we optimize customer experiences that drive revenue and retention. Our culturally fluent agents become an extension of your brand, ensuring customers feel valued, understood, and eager to return.
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