Complex Enquiry Customer Service Operator

Certificate IV in Customer Engagement

Develop skills and knowledge to handle a range of customer requirements and support your team to deliver exceptional customer experiences.

Diploma of Customer Engagement

Develop a range of skills and knowledge to give you the leading edge towards a management career in customer service.

Description of Role

Complex Enquiry Customer Service Operators greatly contribute to the delivery of excellent customer service by the organisation they work for. Their primary duties include receiving calls from customers and providing call routing and general information to staff, customers and external stakeholders.

Complex Enquiry Customer Service Operators are expected to demonstrate expert knowledge of relevant products, services, policies and procedures to ensure the consistent delivery of accurate and outstanding customer service. They should also possess in-depth analysis and problem solving skills in order to respond well to complex queries.

Of course, it is a prerequisite for them to have excellent communication and interpersonal skills, phone-based customer service experience and multi-tasking ability.

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