5411 CALL OR CONTACT CENTRE WORKERS

CALL OR CONTACT CENTRE WORKERS respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

Skill Level: 3 & 4
The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)

In New Zealand:

NZ Register Level 4 qualification (ANZSCO Skill Level 3)
At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand:

NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4)
At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks:

• answering incoming calls, emails and messages, and assisting customers with their specific inquiries
• identifying requirements and recording information into computer systems
• coaching staff and assisting call centre operators to resolve problems and customer inquiries
• developing rosters and managing staff numbers to meet work flows
• listening to calls conducted by call centre operators and providing performance feedback
• monitoring and timing calls
• creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
• updating databases to reflect changes to the status of customers and prospective customers
• arranging the despatch of goods, information kits and brochures to customers and interested parties
• undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
• issuing invoices and receiving electronic payments for goods and services provided

Related Occupations:

• 541111 Call or Contact Centre Team Leader
• 541112 Call or Contact Centre Operator
  
  

541111 CALL OR CONTACT CENTRE TEAM LEADER

Alternative Titles:

• Call Centre Supervisor
• Contact Centre Supervisor

Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.

Skill Level: 3

Specialisations:

• Call or Contact Centre Coach
• Call or Contact Centre Workforce Planner
  
  

541112 CALL OR CONTACT CENTRE OPERATOR
Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.

Skill Level: 4

 

GROUP 5412 INQUIRY CLERKS

INQUIRY CLERKS respond to personal, written and telephone inquiries and complaints about the organisation's goods and services, provide information and refer people to other sources.

Skill Level: 4
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand:

NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4)
At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks:

• answering inquiries about goods and services, and providing information about their availability, location, price and related issues
• responding to inquiries about problems and providing advice, information and assistance
• recording information about inquiries and complaints
• referring complex inquiries to team leaders or expert advisers
• issuing relevant forms, information kits and brochures to interested parties
• accessing and operating computer network systems and communication systems such as public address and paging systems
• may refer inquiries to other sources

Related Occupation:

• 541211 Inquiry Clerk
  
  

541211 INQUIRY CLERK

Alternative Title: Inquiry Officer (Aus)
Responds to personal, written and telephone inquiries and complaints about the organisation's goods and services, provides information and refers people to other sources.

Skill Level: 4

Specialisation:

• Information Clerk

 

5421 RECEPTIONISTS

RECEPTIONISTS receive and welcome visitors, patients, guests and clients, and respond to inquiries and requests.

Medical Secretaries are included in this unit group, in Occupation 542114 Medical Receptionist.

Skill Level: 4
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand:

NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4)
At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks:

• greeting and welcoming visitors, and directing them to the appropriate person
• arranging and recording details of appointments
• answering inquiries and providing information on the goods, services and activities of the organisation
• answering, connecting and transferring telephone calls
• receiving and resolving complaints from clients and the public
• receiving and distributing correspondence, facsimile messages and deliveries
• maintaining the reception area
• advising on and arranging reservations and accommodation
• may perform other clerical tasks such as word processing, data entry, filing, mail despatch and photocopying

Related Occupations:

• 542111 Receptionist (General)
• 542112 Admissions Clerk
• 542113 Hotel or Motel Receptionist
• 542114 Medical Receptionist
  
  

542111 RECEPTIONIST (GENERAL)

Greets clients and visitors, and responds to personal, telephone, email and written inquiries and requests.

Skill Level: 4

542112 ADMISSIONS CLERK

Alternative Title:Hospital Ward Clerk
Records and processes information required for the admission and discharge of hospital patients and responds to telephone inquiries.

Skill Level: 4

542113 HOTEL OR MOTEL RECEPTIONIST
Greets and checks in guests, and looks after their needs on arrival and during their stay in a hotel or motel.

Skill Level: 4

542114 MEDICAL RECEPTIONIST
Greets patients and other clients in a health facility, such as a clinic, practice, centre or surgery, and responds to personal, telephone and written inquiries and requests.

Skill Level: 4