• Control a call through an effective communication technique – call management.
• Build relationships with clients and suppliers by listening actively, questioning appropriately, and by providing updates and feedback.
• Adapt to and handle changing situations and environments.
• Resolve conflicting situations by using effectively the interpersonal skills.
• Resolve problems by clarifying issues, researching and exploring answers and alternative

solutions, implementing solutions, and escalating unresolved problems.

• Provide suitable alternatives when required and offer detailed information to customers and agents.
• Maintain calm and the appropriate mental state in case situations and emotions escalate to a higher level – manage stress.