422 Client Information Workers

Travel consultants and clerks provide information about travel destinations, arrange travel itineraries, obtain travel and accommodation reservations and register passengers at check-in and departure. Tasks include - (a) obtaining information about the availability, cost and convenience of different types of transport and accommodation, ascertaining customers’ requirements and advising them on travel arrangements; (b) providing information about local and regional attractions, sightseeing tours, restaurants, arts and entertainment, and providing maps and brochures; (c) preparing itineraries; (d) making and confirming reservations for travel, tours and accommodation; (e) issuing tickets, boarding passes and vouchers; (f) helping customers in obtaining necessary travel documents such as visas; (g) verifying travel documentation and registering passengers and luggage at check-in and departure; (h) preparing bills and receiving payments; Examples of the occupations classified here: - Airline ticket agent - Check-in attendant - Ticket issuing clerk (travel) - Travel agency clerk - Travel consultant - Travel desk clerk - Tourism information clerk Some related occupations classified elsewhere: - Travel agency manager - 1439 - Conference and event planner - 3332 - Tour operator - 3339 - Tour escort - 5113 - Tourist guide - 5113 - Ticket issuing clerk (entertainment and sporting events) - 5230.

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided. Tasks include - (a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints; (b) identifying requirements and entering events into a computer system; (c) dispatching tasks to other units, when relevant; (d) invoicing or handling payments, where necessary; (e) sending letters, information sheets and other documents to clients; (f) advising clients of additional products or services. Example of the occupations classified here: - Customer contact centre information clerk Some related occupations classified elsewhere: - Telephone operator - 4223 - Market research interviewer - 4227 - Call centre salesperson - 5244 - Customer contact centre salesperson - 5244 - Telemarketing salesperson - 5244 Note Only workers who respond to requests for information and/or handle straightforward transactions are classified in Unit Group 4222: Contact Centre Information Clerks. Those who provide specialized services, such as travel consultants, are classified in the relevant specialized group whether or not they are located in customer contact centres.

Telephone switchboard operators operate telephone communications switchboards and consoles to establish telephone connections, receive caller inquiries, service problem reports, and record and relay messages to staff or clients. Tasks include - (a) operating switchboards and consoles to connect, hold, transfer and disconnect telephone calls; (b) making connections for outgoing calls; (c) dealing with telephone inquiries and recording messages; (d) forwarding messages to staff or clients; (e) investigating operating system problems and informing repair services. Examples of the occupations classified here: - Answering service operator - Telephone switchboard operator.

Hotel receptionists welcome and register guests in hotels and other establishments that provide accommodation services. They assign rooms, issue keys, provide information concerning the services provided, make room reservations, keep a record of rooms available for occupancy, present statements of charges to departing guests and receive payment. Tasks include - (a) maintaining an inventory of rooms available for occupancy, reservations and room assignments; (b) registering arriving guests, assigning rooms, verifying customers’ credit and issuing room keys; (c) providing information regarding hotel services and services available in the community; (d) providing information about availability of accommodation and making room reservations; (e) responding to guests’ requests for housekeeping and maintenance services as well as to complaints; (f) contacting housekeeping or maintenance services when guests report problems; (g) compiling and checking guest accounts for charges using computerized or manual systems; (h) receiving and forwarding messages in person or using telephones or telephone switchboards; (i) reviewing statements of charges to departing guests and receiving payment. Examples of the occupations classified here: - Hotel front desk clerk - Hotel receptionist.

Inquiry clerks respond to personal, written and electronic mail as well as telephone inquiries and complaints about the organization’s goods, services and policies, provide information and refer people to other sources. They are employed in locations which put them in direct contact with clients or with the production of the goods and services provided. Tasks include - (a) answering inquiries about goods, services and policy and providing information about their availability, location, price and related issues; (b) responding to inquiries about problems and providing advice, information and assistance; (c) recording information about inquiries and complaints; (d) referring complex inquiries to team leaders or expert advisers; (e) issuing relevant forms, information kits and brochures to interested parties. Examples of the occupations classified here: - Counter inquiries clerk - Information clerk.

Receptionists (general) receive and welcome visitors, clients, or guests and respond to inquiries and requests including arranging for appointments. Tasks include - (a) receiving and welcoming visitors, guests or clients; (b) making appointments for clients; (c) dealing with telephone requests for information or appointments; (d) directing clients to appropriate location or person; (e) supplying information pamphlets, brochures or forms. Examples of the occupations classified here: - Medical office receptionist - Receptionist Some related occupations classified elsewhere: - Medical secretary - 3344 - Hotel receptionist - 4224.

Survey and market research interviewers interview people and record their responses to survey and market research questions on a range of topics. Tasks include - (a) contacting individuals by telephone or in person and explaining the purpose of the interview; (b) asking questions following the outlines of questionnaires and surveys; (c) recording responses on paper or entering responses directly into a computer database through computer-assisted interviewing systems; (d) identifying and resolving inconsistencies in responses; (e) providing feedback to survey sponsors concerning problems in obtaining valid data. Examples of the occupations classified here: - Market research interviewer - Public opinion interviewer - Survey interviewer.

This unit group includes client information workers not included elsewhere in Minor Group 422: Client Information Workers. For instance, it includes workers who obtain and process information from clients needed to determine eligibility for services. In such cases tasks would include - (a) interviewing patients to obtain and process information required to provide hospital services; (b) interviewing applicants for public assistance to gather information pertinent to their application; (c) verifying the accuracy of information provided; (d) initiating procedures to grant, modify, deny or terminate assistance; (e) providing information and answering questions concerning benefits and claims procedures; (f) referring patients or applicants to other organizations if they are ineligible for services. Examples of the occupations classified here: - Eligibility interviewer - Eligibility specialist - Hospital admissions clerk.