55 Enquiry and Information Officers and Receptionists
55 Enquiry and Information Officers and Receptionists
Respond to requests for information, handle complaints and receive and greet people.
OSCA skill level
The occupations in this sub-major group have a skill level corresponding to the qualifications and experience below.
- Skill Level 3: AQF Certificate III including at least two years of on-the-job training, AQF Certificate IV, or at least three years of relevant experience
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
- Skill Level 5: AQF Certificate I, or compulsory secondary education
551 Call Centre and Information Officers
Respond to telephone, internet and email enquiries and complaints, and promote the goods and services provided by organisations.
OSCA skill level
The occupations in this minor group have a skill level corresponding to the qualifications and experience below.
- Skill Level 3: AQF Certificate III including at least two years of on-the-job training, AQF Certificate IV, or at least three years of relevant experience
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
- Skill Level 5: AQF Certificate I, or compulsory secondary education
5511 Call and Contact Centre Workers
Answer customer telephone, internet and email enquiries about goods and services, promote the goods and services, and oversee teams of Call or Contact Centre Operators.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 3: AQF Certificate III including at least two years of on-the-job training, AQF Certificate IV, or at least three years of relevant experience
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
551131 Call or Contact Centre Operator
Answers customer telephone, internet and email enquiries about goods and services, and promotes the goods and services.
Skill level: 4
Main tasks
- Answers incoming calls, emails and messages, and assists customers with their specific enquiries
- Provides step-by-step guidance or instructions using established manuals and guides to help customers navigate through issues
- Identifies and escalates complex or unresolved issues to appropriate departments or supervisors
- Records and updates customer information, enquiries and interactions in the company's database
- Provides additional information about the goods and services on offer to create further interest
- Arranges the dispatch of goods, information kits and brochures to customers and interested parties
551132 Call or Contact Centre Team Leader
Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.
Alternative titles
- Call Centre Supervisor
- Contact Centre Supervisor
Specialisations
- Call or Contact Centre Coach
- Call or Contact Centre Workforce Planner
Skill level: 3
Main tasks
- Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries
- Provides hands-on coaching to enhance team performance
- Creates and manages staff rosters to meet performance targets
- Oversees team members to ensure efficient operations
- Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance
5512 Information Officers and Switchboard Operators
Respond to personal, written and telephone enquiries and complaints about an organisation's goods and services, provide information, establish telephone connections and redirect people to other sources.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
- Skill Level 5: AQF Certificate I, or compulsory secondary education
551231 Information Officer
Responds to personal, written and telephone enquiries and complaints about the organisation's goods and services, provides information, and refers people to other sources.
Skill level: 4
Main tasks
- Answers enquiries about goods and services, and provides information about their availability, location, price and related issues
- Responds to enquiries about problems and provides advice
- Records information about enquiries and complaints
- Refers complex enquiries to other sources
551232 Switchboard Operator
Operates telecommunication switchboards and consoles to assist callers to establish telephone connections and receive caller enquiries and fault reports.
Alternative title
- Telephone Operator
Skill level: 5
Main tasks
- Operates switchboards and consoles to connect, hold, transfer and disconnect telephone calls
- Responds to caller enquiries by providing information such as telephone numbers, dialling codes, call costs, time delays and service difficulties
- Investigates operating system problems and informs maintenance services
- Alerts emergency services when required
- Records details and determines charges for designated types of calls
- May monitor the efficiency of systems and maintain service sampling records
552 Medical Receptionists and Ward Clerks
Greet patients and other clients in health facilities, respond to personal, telephone and written enquiries and requests, and record and process information required for admitting and discharging hospital patients.
OSCA skill level
The occupations in this minor group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
5521 Medical Receptionists
Greet patients and other clients in health facilities such as clinics, practices, centres and surgeries, and respond to personal, telephone and written enquiries and requests.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
552131 Medical Receptionist
Greets patients and other clients in a health facility such as a clinic, practice, centre or surgery, and responds to personal, telephone and written enquiries and requests.
Skill level: 4
Main tasks
- Greets and welcomes patients and clients
- Schedules appointments for patients and manages the appointment calendar
- Assists with billing and payment processes
- Responds to enquiries and requests from patients and clients in person, over the phone and through written communication
- Registers patients by collecting and verifying personal and insurance information
- Coordinates with health care providers to ensure smooth patient flow
- Maintains patient records and ensures confidentiality of patient information
- Provides information to patients regarding clinic policies, procedures and services
- Handles and resolves patient complaints and concerns
5522 Ward Clerks
Record and process information required for admitting and discharging hospital patients, and respond to telephone enquiries.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
552231 Ward Clerk
Records and processes information required for admitting and discharging hospital patients, and responds to telephone enquiries.
Alternative titles
- Admissions Clerk
- Hospital Ward Clerk
- Patient Liaison Officer
Skill level: 4
Main tasks
- Welcomes patients and visitors, and directs them to the appropriate person or area
- Prepares and updates patients' medical records and charts prior to admission
- Manages patient administrative information, including payments and insurance details
- Records patient movements, transfers and discharges, liaising with other hospital departments and patient transport services
- Schedules tests or procedures for patients and arranges follow up appointments
- Responds to telephone enquiries and complaints
- Collates all relevant administrative and patient documentation on the ward
- May perform other clerical tasks such as data entry, filing and word processing
553 Receptionists
Receive and welcome visitors, guests and clients, and respond to enquiries and requests.
Medical Receptionists are excluded from this minor group. Medical Receptionists are included in Occupation 552131 Medical Receptionist.
OSCA skill level
The occupations in this minor group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
5531 Receptionists (General)
Greet clients and visitors, and respond to personal, telephone, email and written enquiries and requests.
Hotel and Motel Receptionists and Medical Receptionists are excluded from this unit group. Hotel and Motel Receptionists are included in Occupation 553231 Hotel or Motel Receptionist. Medical Receptionists are included in Occupation 552131 Medical Receptionist.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
553131 Receptionist (General)
Greets clients and visitors, and responds to personal, telephone, email and written enquiries and requests.
Skill level: 4
Main tasks
- Greets and welcomes visitors, customers or clients, and directs them to the appropriate person or department
- Arranges and records details of appointments, including the management of changes, cancellations and rescheduling where necessary
- Receives, sorts and distributes incoming mail and packages
- Maintains and organises the reception desk and waiting areas
- Answers enquires and provides information on the goods, services and activities of the organisation
- Relays messages or information between staff and departments
5532 Hotel and Motel Receptionists
Greet and check in guests, and look after their needs on arrival and during their stay in hotels and motels.
OSCA skill level
The occupations in this unit group have a skill level corresponding to the qualifications and experience below.
- Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
553231 Hotel or Motel Receptionist
Greets and checks in guests, and looks after their needs on arrival and during their stay in a hotel or motel.
Specialisation
- Hotel Night Auditor
Skill level: 4
Main tasks
- Welcomes guests and checks them in upon arrival
- Provides information to guests about hotel facilities, services and local attractions
- Handles guest enquiries and resolves any issues or complaints
- Takes and processes guest reservations and cancellations
- Handles cash and credit card transactions for guest payments
- Coordinates with housekeeping and maintenance staff to ensure guest rooms are clean and in good condition
- Maintains guest records and updates information in the establishment's booking system