551 Call Centre and Information Officers
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