Occupation

551131 Call or Contact Centre Operator

Latest release
OSCA - Occupation Standard Classification for Australia
Cite
Reference period
2024, Version 1.0

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