Call or Contact Centre Information Clerks

Call or Contact Centre Information Clerks provide information to customers about goods and services.

**Indicative skill level:**

Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.

#### In Australia:

- AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV, or at least three years of relevant experience (ANZSCO Skill Level 3); or - AQF Certificate II or III, or at least one year of relevant experience (ANZSCO Skill Level 4)

#### In New Zealand:

- NZQF Level 4 qualification, or at least three years of relevant experience (ANZSCO Skill Level 3); or - NZQF Level 2 or 3 qualification, or at least one year of relevant experience (ANZSCO Skill Level 4)

In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

**Tasks include:**

- answering customer inquiries for information about goods and services - resolving customer complaints and problems with goods and services provided - recording information about inquiries and complaints - referring complex inquiries to supervisors - arranging the despatch of information kits and brochures