A female call centre operator talks on the phone to a customer

Call Centre or Contact Centre Operator

Call Centre or Contact Centre Operators answer customer telephone calls, as well as Internet and email inquiries about goods and services, and promote the goods and services on the business.

Overview

Call Centre or Contact Centre Operators answer customer telephone calls, as well as Internet and email inquiries about goods and services, and promote the goods and services on the business.

Day-to-day

  • answers incoming calls, emails and messages, and assists customers with their specific inquiries
  • identifies requirements and records information into computer systems
  • creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
  • updates databases to reflect changes to the status of customers and prospective customers
  • arranges the dispatch of goods, information kits and brochures to customers and interested parties
  • undertakes clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
  • issues invoices and receives electronic payments for goods and services provided.

Occupation snapshot
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Not available
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Moderate
Apprenticeships may be available

To become a Call Centre or Contact Centre Operator

  • You can work as a Call Centre or Contact Centre Operator without formal qualifications. Some on the job training may be provided. A certificate II, III or IV in customer contact or engagement might be helpful.

    Take a Certificate III in Customer Engagement

Skills

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