What is a Contact Centre Operator?
Summary
Contact Centre Operators/Call Centre Officers are known to be a primary point of contact for various external and internal stakeholders including; customers, suppliers, business partners and clients. In this role, they are responsible for assisting customers by answering their phone calls, emails or direct messages. These officers handle both inbound and outbound calls with the key goal to resolve conflict or provide support to a customer.
Tasks Required by a Contact Centre Operator
The role of an Contact Centre Operators can often depend on the type of industry they work in and the services required by the business. Contact Centre Operators have many key responsibilities, including;
- Responding to customer inquiries via phone, email, chat, or in person.
- Resolving customer complaints, issues, or problems
- Accurately answering customer queries about the services and/or products provided.
- Processing orders, exchanges, refunds, and returns for customers.
- Collecting feedback to improve the products, services, and customer experience.
How to Get a Job as a Contact Centre Operator in Australia
- Build Experience: Prior experience in customer service or administrative roles is often preferred. This can be obtained without a qualification by working in retail or hospitality.
- Learn Key Skills: Understanding the basics of Microsoft Office tools such as; Outlook, Excel and Word. Being familiar with Customer Relationship Management (CRM) systems may also be necessary.
- Showcase your Soft Skills: Customer Service staff are often valued for their communication skills, time management skills and empathetic nature.
- Search for Jobs: Consider reaching out to staffing and employment agencies that specialise in filling customer service roles.
- Prepare a Strong Resume: Tailor your resume to the specific role you’re applying for.
5 Frequently Asked Questions (FAQ)
- What education do I need to secure a Contact Centre Operator Role?
- A high school certificate is usually all that is required, but additional training in business administration or customer service can be an advantage.
- What skills are important for a Contact Centre Operator?
- Important skills include, patience, empathy, organisational abilities, Microsoft Office proficiency, and communication skills.
- What industries employ Contact Centre Operators in Australia?
- Contact Centre Operators are important to many different industry sectors; including; government services, telecommunications, bank services, insurance and, healthcare.
- What is the average income for a Contact Centre Operator in Australia?
- The typical Contact Centre Operator works 39 hours a week and makes a weekly income of $1350.
*This is to be used as a guide only and is not a representation of the roles we currently have available.
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