Call or Contact Centre Worker

Call or Contact Centre Workers serve as representatives and references for organisations. They take orders for products and services and respond to questions and complaints from customers, through phone and web enquiries. They should have strong communication skills and try to ensure customer satisfaction.

Duties and tasks

  • Organise or notify proper staff of products and services ordered to be shipped as well as promotional materials and samples
  • Perform clerical tasks such as filing paperwork, completing customer order forms, faxing documents and working with other personnel on required tasks
  • Process payments for goods and services through electronic payment methods and issue receipts and confirmation of orders
  • Provide detailed information about the benefits of using products and services and special offers or promotions
  • Record orders and update databases with information received from customers including actions or references made
  • Resolve complaints or problems from customers such as issuing a refund or exchange of products and referring concerns to appropriate department
  • Respond to calls, emails and message inquiries from customers or prospective customers

Skills required

  • Attention to Detail
  • Critical Thinking
  • Excellent Communication Skills
  • Problem Solving Abilities
  • Strong Organisation Skills
     

Working conditions

Call or Contact Centre Workers typically work Monday to Fridays, but may be required to work weekends depending on the organisation's call centre hours. They typically work at a desk with computer systems and multi-line telephone receivers and headsets for answering large quantities of calls.

Professional associations / Industry information

Australian Teleservices Association 
http://www.ata.asn.au/

Service Industries Training Advisory Council 
http://www.sitac.com.au/

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