551131 Call or Contact Centre Operator

This occupation has a skill level corresponding to the qualifications and experience below.

Australia

• Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience

New Zealand

• Skill Level 4: NZQF Level 2 or 3 qualification, or at least one year of relevant experience

• 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