Call Centre Operator

Certificate II in Customer Engagement

Certificate II in Customer Engagement has been developed to assist those looking to find careers in the field of customer service.

Certificate III in Customer Engagement

Were you born to work in customer service? Improve your skills in creating great customer experiences and thrive in a service environment.

Description of Role

Call Centre Operators are mainly responsible for answering customer enquiries by telephone and/or email. They service customers by identifying their requirements, responding to their queries, fulfilling their requests and resolving their problems.

Call Centre Operators are also tasked with maintaining the customer database where they also update client information as they obtain it. In some companies, Call Centre Operators are expected to sell products or services over the phone.

Call Centre Operators must possess a number of key qualities to perform their job effectively.  These include a customer focus, customer service, data entry skills, listening skills, verbal communication, interpersonal skills, problem-solving and the ability to multi-task.

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