Group
Occupation
551131 Call or Contact Centre Operator
Latest release
Consultation draft: Occupation Standard Classification for Australia (OSCA)
Reference period
August 2026
Released
17/08/2026
First release
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