Call or Contact Centre Operator
What the work is
Answers customer telephone, internet and email enquiries about goods and services, and promotes the goods and services.
Would you enjoy the work?
These are the main tasks in the official description. Mark how each one sounds to you.
- Answers incoming calls, emails and messages, and assists customers with their specific enquiries
- Provides step-by-step guidance or instructions using established manuals and guides to help customers navigate through issues
- Identifies and escalates complex or unresolved issues to appropriate departments or supervisors
- Records and updates customer information, enquiries and interactions in the company's database
- Provides additional information about the goods and services on offer to create further interest
- Arranges the dispatch of goods, information kits and brochures to customers and interested parties
Try it
A simulation and a case study from this kind of work, set in the contact centre of an internet and phone provider, with about forty people on the floor. They are fictional.
The kind of days you could have
Good days
- A caller who began angry ends the call laughing
- You solve a problem on the first call, and the customer says they will not need to ring again
- Your team leader plays one of your calls as an example of how to do it well
Hard days
- The line is down in a whole suburb and every caller is upset about it
- A caller is rude and the next call is already in your ear
- You are asked to sell something to a customer who plainly does not need it
Written by Career Calling as a general guide. Real roles vary by employer and place.
Work a mission
Step into a simulated workplace in this field, with a brief from your manager.
Description and tasks: Australian Bureau of Statistics, Occupation Standard Classification for Australia, 2024, Version 1.0 (opens another site), occupation 551131, used under a Creative Commons Attribution 4.0 licence. The skill guide above is our plain English summary.