|
| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
 | | Position Title: |
Call Centre Officer |
| Position Code: | 1767 | | Career Level: | 1 |
|
|
Responsible for
Answering customer telephone calls or written inquiries accurately and within agreed service times. |
| |
Reports To
Call Centre Team Leader. |
| |
Supervises
No supervisory responsibilities. |
| |
Main Activities
Using on-line systems to access data and answer customer inquiries within service times.
Entering customer requests/queries on-line.
Liaising with other internal areas to provide answers for customers.
Maintaining statistics for complaints/inquiries.
Ensuring Agents are advised of any customer inquiries.
Helping formulate and achieve goals.
Liaising with Agents on customer inquiries and complaints.
|
| |
Key Skills
Excellent telephone manner.
Good numeric and communication (both oral and written) skills.
Proficient computer skills.
Good interpersonal and team skills.
|
| |
Internal Contacts
Internal Processing Areas. |
| |
External Contacts
Clients. |
| |
Typical Experience
Experience in a Customer Service environment. |
| |
| |
| |
