Profession 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.

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Personality Type

  • Conventional / Enterprising

Knowledge

  • 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.

  • 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.

Skills

  • 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.

  • Keep records of customer interaction

    Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.

  • Communicate by telephone

    Liaise via telephone by making and answering calls in a timely, professional and polite manner.

  • Collect customer data

    Collect customer data such as contact information, credit card or billing information; gather information to track down purchase history.

  • 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.

  • Perform customer management

    Identify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.

  • Answer incoming calls

    Respond to customers' inquiries and provide customers with appropriate information.

  • 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.

Optional knowledge and skills

carry out active selling assist customers call-centre technologies discern written communication notify customers on special offers analyse call performance trends provide customers with price information prepare correspondence for customers provide customers with order information improve customer interaction customer relationship management draft corporate emails contact customers follow up orders for customers handle helpdesk problems measure customer feedback