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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.


  • 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.

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

  • Interested in developing your digital skills? Try one of 2000 free online courses at

    SkillFinder is a project funded by the Australian Government, through the Digital Skills Platform Program.

Skills employers are looking for

  • Customer Service

  • Communication Skills

  • Sales

  • Problem Solving

  • Computer Literacy

  • Building Relationships

Careers to explore