Call or Contact Centre Workers, classified under ANZSCO 5411, play a crucial role in responding to telephone, Internet, and email inquiries and complaints regarding an organization's goods and services. They are responsible for providing assistance to customers and promoting the products or services offered by the organization.

Indicative Skill Level:

The occupation of a Call or Contact Centre Team Leader requires a level of skill that aligns with the qualifications and experience mentioned below:

In Australia:

• AQF Certificate III, including a minimum of two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)

In New Zealand:

• NZQF Level 4 qualification (ANZSCO Skill Level 3)

Relevant experience of at least three years can be considered as a substitute for the formal qualifications listed above. In certain cases, additional on-the-job training and/or relevant experience may be required alongside the formal qualification.

The occupation of a Call or Contact Centre Operator requires a level of skill that aligns with the qualifications and experience mentioned below:

In Australia:

• AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand:

• NZQF Level 2 or 3 qualification (ANZSCO Skill Level 4)

Relevant experience of at least one year can be considered as a substitute for the formal qualifications listed above. In certain cases, additional on-the-job training and/or relevant experience may be required alongside the formal qualification.

Tasks Include:

• 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 workflows
• 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 dispatch of goods, information kits, and brochures to customers and interested parties
• Undertaking clerical duties, such as faxing, 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

Occupations:

• 541111 Call or Contact Centre Team Leader
• 541112 Call or Contact Centre Operator

541111 Call or Contact Centre Team Leader

Alternative Titles:

• Call Centre Supervisor
• Contact Centre Supervisor

A Call or Contact Centre Team Leader oversees and determines work requirements, monitors telephone calls, coaches, and allocates duties to Call or Contact Centre Operators.

Skill Level: 3

Specializations:

• Call or Contact Centre Coach
• Call or Contact Centre Workforce Planner

541112 Call or Contact Centre Operator

An individual in the role of a Call or Contact Centre Operator answers customer telephone, Internet, and email inquiries about goods and services, and promotes the goods and services offered by the organization.

Skill Level: 4