Customer contact centre information clerk

Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.

The duties of a customer contact centre information clerk include, but are not limited to:

• Providing information to customers over the phone or in person, such as answering questions about products and services or assisting with ordering or delivery of products or services
• Greeting customers as they enter the store or facility and helping them find what they are looking for
• Providing information about company policies and procedures to customers who have questions about their accounts
• Taking inventory of items in stock and recording prices in order to ensure that prices are correct on shelves and displays
• Assisting customers in completing transactions such as selling merchandise or processing returns
• Helping customers use computer software to complete their transactions such as buying concert tickets online or paying a utility bill online
• Processing payments by accepting cash, checks, or credit cards for transactions such as buying merchandise in a retail store or booking a hotel room online
• Processing refunds by issuing checks to customers who have overpaid on their accounts or returning merchandise to storage when a customer has returned an item they purchased
• Providing general customer service such as answering questions or resolving issues regarding products or services offered by the company where they work

The following job titles also refer to customer contact centre information clerk:

customer representative
customer helpdesk clerk
customer support officer
customer contact clerk
customer relations representative
customer service clerk
client services clerk
customer information center assistant

Customer contact centre information clerks work in a variety of settings, including retail stores, banks, telephone call centers, and insurance agencies. They typically work during regular business hours, although they may be required to work evenings, weekends, and holidays to meet the needs of their employer.

Customer contact centre information clerks have a great deal of contact with the public and must be able to deal with people who are angry, upset, or frustrated. They must be able to remain calm and courteous under pressure and resolve customer complaints in a satisfactory manner. In some cases, they may be required to work in a standing position for long periods of time.

Customer contact centre information clerks need at least a high school diploma or equivalent. Some employers prefer candidates who have completed some college coursework in business, communications or another related field. Some community colleges offer certificate programs in customer service.

Most customer contact centre information clerks receive on-the-job training. This training may last for a few weeks and may include instruction on company policies and procedures, computer programs and customer service techniques.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Customer contact centre information clerk is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to customer contact centre information clerk.

post office counter clerk
live chat operator
ground steward/ground stewardess
telephone switchboard operator
customer service representative

These occupations require some skills and knowledge of customer contact centre information clerk. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of customer contact centre information clerk with a significant experience and/or extensive training.

ICT help desk agent
contact centre supervisor
contact centre manager
advertising sales agent
call centre quality auditor

This knowledge should be acquired through learning to fulfill the role of customer contact centre information clerk.

• Customer insight: The marketing concept referring to the deep understanding of the customer’s motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This information is then useful for commercial purposes.
• Characteristics of products: The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
• Customer service: Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer’s or service user’s satisfaction.
• Characteristics of services: The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

These skills are necessary for the role of customer contact centre information clerk.

• Guarantee customer satisfaction: Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
• Communicate with customers: Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
• Answer incoming calls: Respond to customers’ inquiries and provide customers with appropriate information.
• Keep records of customer interaction: Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
• Perform customer management: Identify and understand the customer’s needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.
• Collect customer data: Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.
• Provide customer follow-up: Provide customers with cordial, prompt communication to accept orders, notify them in the event of shipment issues, and provide quick resolutions.
• Establish customer rapport: Gain customer interest and trust; establish relationships with wide varieties of people; communicate in a likeable and persuasive style; understand and respond to the individual desires and needs of customers.
• Communicate by telephone: Liaise via telephone by making and answering calls in a timely, professional and polite manner.

This knowledge is sometimes, but not always, required for the role of customer contact centre information clerk. However, mastering this knowledge allows you to have more opportunities for career development.

• Customer relationship management: The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.
• Call-centre technologies: The wide range of telecommunications hardware and software such as automated phone systems and communication devices.

These skills and competences are sometimes, but not always, required for the role of customer contact centre information clerk. However, mastering these skills and competences allows you to have more opportunities for career development.

• Discern written communication: Strive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the meaning of the sender.
• Handle helpdesk problems: Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
• Follow up orders for customers: Follow-up/tracking of an order and notifying the customer when the goods have arrived.
• Analyse call performance trends: Analyse call quality and performance trends; provide recommendations for future improvement.
• Provide customers with order information: Provide order information to customers by telephone or e-mail; clearly communicate about price ratings, shipping dates and possible delays.
• Assist customers: Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
• Contact customers: Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Measure customer feedback: Evaluate customer’s comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.
• Prepare correspondence for customers: Draft, prepare and issue correspondence to customers informing about pending bills, merchandising communication, apology letters, or greeting mails.
• Improve customer interaction: Permanently refine and improve the quality of customer interaction and customer satisfaction; make continuous efforts to improve business standards.
• Carry out active selling: Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
• Provide customers with price information: Provide customers with accurate and up-to-date information about charges and price rates.
• Notify customers on special offers: Notify customers on new promotional actions and special offers.
• Draft corporate emails: Prepare, compile, and write mails with the adequate information and an appropriate language to make internal or external communications.

4222 – Contact centre information clerks

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References

1. Customer contact centre information clerk – ESCO
2. Customer Service Clerk Job Description: Salary,Duties, & More – Climb the Ladder