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.

Personality Type

• Social / Enterprising
• 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

• 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.

• Collect customer data

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

• Answer incoming calls

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

• Communicate by telephone

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

• 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.

• 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.

• 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.

• Keep records of customer interaction

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

Optional knowledge and skills

Source: Sisyphus ODB