Contact Centre Worker Kaimahi Pokapū Whakapā

Contact centre workers answer enquiries and provide or organise help for those who contact them. They may also deal with customer complaints, or sell goods or services.

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Contact centre workers may do some or all of the following:

  • resolve customer enquiries and complaints
  • provide information, advice or appointments to people who contact an organisation
  • forward enquiries to relevant departments
  • follow up enquiries by sending information
  • ring customers to promote products or services
  • conduct surveys
  • provide feedback about customer experiences to managers.

Other duties vary according to where contact centre workers are employed. For example, those who work in ambulance centres may give first aid advice.

Physical Requirements

Contact centre workers need to have:

  • clear speech
  • good hearing.

Useful Experience

Useful experience for contact centre workers includes:

  • customer service
  • retail work with sales targets
  • hospitality work
  • reception and office work.

Personal Qualities

Contact centre workers need to be:

  • able to relate to people from a range of cultures and backgrounds
  • calm and patient, even when under pressure
  • good communicators
  • able to work well in a team
  • able to maintain confidentiality.

Useful Experience

Useful experience for contact centre workers includes:

  • customer service
  • retail work with sales targets
  • hospitality work
  • reception and office work.

Contact Centre Workers can earn around $39K-$48K per year per year.

Experienced contact centre workers can progress into team leader or supervisor roles, management, or other roles in their organisation.

Contact centre workers may specialise as emergency services call centre workers.

Contact Centre Worker

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