Call Or Contact Centre Workers Respond To Telephone, Internet And Email Enquiries And Complaints About An Organisation's Goods And Services, And Promote The Goods And Services.
Call Centre Operator Duties/Functions/Responsibilities
coaching staff and assisting call centre operators to resolve problems and customer inquiries
developing rosters and managing staff numbers to meet work flows
answering incoming calls, emails and messages, and assisting customers with their specific inquiries
identifying requirements and recording information into computer systems
listening to calls conducted by call centre operators and providing performance feedback
monitoring and timing calls
arranging the despatch of goods, information kits and brochures to customers and interested parties
undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
issuing invoices and receiving electronic payments for goods and services provided
creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
updating databases to reflect changes to the status of customers and prospective customers
