Call or Contact Centre Information Clerks
- Classification
- Minor
- Major group
- Clerical and Administrative Workers
Classification
- Major group
- 5Clerical and Administrative Workers
- Sub-major group
- 54Inquiry Clerks and Receptionists
Description
Call or Contact Centre Information Clerks provide information to customers about goods and services.
Skill level
Australia
AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV, or at least three years of relevant experience (ANZSCO Skill Level 3); or AQF Certificate II or III, or at least one year of relevant experience (ANZSCO Skill Level 4)
New Zealand
NZQF Level 4 qualification, or at least three years of relevant experience (ANZSCO Skill Level 3); or NZQF Level 2 or 3 qualification, or at least one year of relevant experience (ANZSCO Skill Level 4) In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
Tasks
Tasks include
- answering customer inquiries for information about goods and services
- resolving customer complaints and problems with goods and services provided
- recording information about inquiries and complaints
- referring complex inquiries to supervisors
- arranging the despatch of information kits and brochures