Bundesinstitut für Berufsbildung (BIBB)

Designation of occupation

Service specialist in dialogue marketing
Recognised by ordinance of 23 May 2006 (BGBl. I p. 1238)

Duration of traineeship

2 years
The venues for training are the company and part-time vocational school (Berufsschule).

Field of activity

Service specialists in dialogue marketing work in call centres, service centres in industrial, commercial and service companies, and in other dialogue-oriented organisational entities.

Occupational skills

Service specialists in dialogue marketing are responsible for

• communicating and corresponding confidently and competently with customers, using information and communication systems
• analysing needs, advising customers and offering tailor-made solutions to customer problems
• using rhetorical tools and conversation management techniques as appropriate
• presenting products and services in a customer-focused manner and selling these 
• processing customer enquiries, orders and complaints
• actively making contact with potential customers and interested parties
• participating in preparing projects, implementing them as part of a team, and documenting the project results
• taking into account specific ratios and central control parameters for project controlling
• using databases and maintaining and backing up data
• applying the relevant legal, data protection and safety regulations

Last modified on: March 29, 2007