Call or Contact Centre Workers

What the job involves

• 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 work flows

• 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 despatch of goods, information kits and brochures to customers and interested parties

• Undertaking clerical duties, such as faxing, and 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