- Description
-
Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.
- Skill Level
-
4
- Skills Assessment Authority
- Caveats
- No caveats apply to this occupation.
Group: 5411 Call or Contact Centre Workers
- Description
-
respond to telephone, Internet and email inquiries and complaints about an organisation’s goods and services, and promote the goods and services.
- 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
- Skill Level
-
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.
- Occupations in this Group
-
- 541111 Call or Contact Centre Team Leader
- 541112 Call or Contact Centre Operator
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