customer contact centre information clerk

Description

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.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

customer insight customer service characteristics of products characteristics of services

OPTIONALAdjacent knowledge that strengthens fit

customer relationship management call-centre technologies knowledge base

Practical Skills

ESSENTIALApplied skills & competences

perform customer management communicate by telephone communicate with customers establish customer rapport provide customer follow-up guarantee customer satisfaction use databases collect customer data keep records of customer interaction answer incoming calls

OPTIONALOptional competences

assist customers prepare correspondence for customers provide customers with order information notify customers on special offers handle helpdesk problems follow up orders for customers analyse call performance trends contact customers measure customer feedback carry out active selling process payments improve customer interaction draft corporate emails discern written communication provide customers with price information