UNIT GROUP 5411 电话或呼叫中心的人员CALL OR CONTACT CENTRE WORKERS

CALL OR CONTACT CENTRE WORKERS respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.电话或联络中心工作人员回应电话，互联网和电子邮件的一个组织的产品和服务的咨询和投诉，促进商品和服务。

技能要求 Indicative Skill Level：

The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.

职业电话或呼叫中心团队的领导者有相当的技能水平与下述资质和经验。

In Australia:在澳大利亚：

AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)

三级证书包括至少两年的在职培训，或四级证书（ANZSCO 3级水平）

In New Zealand:在新西兰：

NZ Register Level 4 qualification (ANZSCO Skill Level 3)

新西兰注册4级资质（ANZSCO 3级水平）

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

至少三年以上相关经验可以代替上述资格。在某些情况下，相关经验和/或培训可能是除了正式的资格要求。

The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below.职业电话或呼叫中心操作员的技能水平与下述资质和经验。

In Australia:在澳大利亚：

AQF Certificate II or III (ANZSCO Skill Level 4)

AQF证书II或III（ANZSCO 4级水平）

In New Zealand:在新西兰：

NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4)

新西兰注册2级或3级资质（ANZSCO 4级水平）

At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

一年以上相关经验可以代替上述资格。在某些情况下，相关经验和/或培训可能是除了正式的资格要求。

主要职责 Tasks Include：

• answering incoming calls, emails and messages, and assisting customers with their specific inquiries

•接电话，电子邮件和短信，并协助客户有自己特定的查询

• identifying requirements and recording information into computer systems

•识别需求和信息记录到计算机系统

• coaching staff and assisting call centre operators to resolve problems and customer inquiries

•教练和协助呼叫中心运营商解决问题和客户查询

• developing rosters and managing staff numbers to meet work flows

发展和管理人员的数量•名册来满足工作流程

• listening to calls conducted by call centre operators and providing performance feedback

•听电话呼叫中心的运营商和提供绩效反馈进行了

• monitoring and timing calls

•监控定时呼叫

• creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer

•的客户提供更多的货物和邀请客户使用的服务提供的信息创建在货物和服务的进一步的兴趣

• updating databases to reflect changes to the status of customers and prospective customers

•更新数据库的变化反映到状态的客户和潜在客户

• arranging the despatch of goods, information kits and brochures to customers and interested parties

•安排货物的运输，信息包和小册子，顾客和其他相关方

• undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact

•事业的文书工作，如传真，并填写表格，并完成客户联系相关的其他部门联络

• issuing invoices and receiving electronic payments for goods and services provided

•发票的开具和接收货物和服务的提供电子支付

Occupations:职业：

541111电话或联络中心组长Call or Contact Centre Team Leader

541112电话或联络中心操作者Call or Contact Centre Operator

541111电话或联络中心组长CALL OR CONTACT CENTRE TEAM LEADER

Alternative Titles:其他名称：

Call Centre Supervisor呼叫中心主管

Contact Centre Supervisor呼叫中心主管

Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.监督并确定工作要求，监督电话，打电话或联络中心运营商的教练和分配工作。

Skill Level: 3技能要求：3

Specialisations:专业：

Call or Contact Centre Coach电话或联系中心教练

Call or Contact Centre Workforce Planner电话或呼叫中心的劳动力计划者

541112电话或联络中心操作者CALL OR CONTACT CENTRE OPERATOR

Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.回答客户电话，互联网和电子邮件询问的商品和服务，促进商品和服务。

Skill Level: 4技能要求：4