Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided.
Tasks include -
(a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints;
(b) identifying requirements and entering events into a computer system;
(c) dispatching tasks to other units, when relevant;
(d) invoicing or handling payments, where necessary;
(e) sending letters, information sheets and other documents to clients;
(f) advising clients of additional products or services.
Example of the occupations classified here:
- Customer contact centre information clerk
Some related occupations classified elsewhere:
- Telephone operator - 4223
- Market research interviewer - 4227
- Call centre salesperson - 5244
- Customer contact centre salesperson - 5244
- Telemarketing salesperson - 5244
Only workers who respond to requests for information and/or handle straightforward transactions are classified in Unit Group 4222: Contact Centre Information Clerks. Those who provide specialized services, such as travel consultants, are classified in the relevant specialized group whether or not they are located in customer contact centres.