Customer contact centre information clerk
Code 4222.1
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
Essential skills
Knowledge
- characteristics of products
- characteristics of services
- customer insight
- customer service
Skills and competences
- communicate with customers
- communicate by telephone
- provide customer follow-up
- establish customer rapport
- guarantee customer satisfaction
- keep records of customer interaction
- perform customer management
- collect customer data
- answer incoming calls
- use databases
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences