Description
Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.
Skill Level
4
Alternative Titles
NULL
Specializations
NULL
Skills Assessment Authority
Caveats
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.