1220.0 - ANZSCO - Australian and New Zealand Standard Classification of Occupations, First Edition, Revision 1

ARCHIVED ISSUE Released at 11:30 AM (CANBERRA TIME) 25/06/2009

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Contents >> Major Group 5 Clerical and Administrative Workers >> SUB-MAJOR GROUP 54 Inquiry Clerks and Receptionists >> MINOR GROUP 541 Call or Contact Centre Information Clerks

MINOR GROUP 541 CALL OR CONTACT CENTRE INFORMATION CLERKS

CALL OR CONTACT CENTRE INFORMATION CLERKS provide information to customers about goods and services.

Indicative Skill Level:
Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV, or at least three years of relevant experience (ANZSCO Skill Level 3); or

AQF Certificate II or III, or at least one year of relevant experience (ANZSCO Skill Level 4)

In New Zealand:

NZ Register Level 4 qualification, or at least three years of relevant experience (ANZSCO Skill Level 3); or

NZ Register Level 2 or 3 qualification, or at least one year of relevant experience (ANZSCO Skill Level 4)

In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

answering customer inquiries for information about goods and services
resolving customer complaints and problems with goods and services provided
recording information about inquiries and complaints
referring complex inquiries to supervisors
arranging the despatch of information kits and brochures

This section contains the following subsection :
UNIT GROUP 5411 Call or Contact Centre Workers
UNIT GROUP 5412 Inquiry Clerks