4222-Contact Centre Information Clerks

Job Title: 

Contact Centre Information Clerks

Job Description: 

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company?s or an organization?s goods, services or policies, and process financial transactions using the telephone or electronic communications media, such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided.


Advising clients of additional products or services

Linked Education ( CESM Codes ) : 

401 - Business Administration, Management and Operations

Specific Occupations: 

422201 - Inbound Contact Centre Consultant
Description : Provides expert response to complex customer enquiries according to agreed key performance indicators.
Green Occupation : No
Green Skill : NoTrade : No
Specializations : Inbound Call Centre Customer Service Representative, Inbound Contact Centre Team Leader

422202 - Outbound Contact Centre Consultant
Description : Initiates specialised contact with targeted and/or selected customers according to agreed key performance indicators or outcomes.
Green Occupation : No
Green Skill : NoTrade : No
Specializations : Call Centre Customer Service Representative (Outbound), Call or Contact Centre Sales Agent / Consultant, Collections Consultant (Contact Centre), Outbound Contact Centre Team Leader

422203 - Contact Centre Real Time Advisor
Description : Monitors customer service levels and schedules adherence at agreed intervals, escalates deviations to the relevant stakeholders and assists with implementing scheduled revisions.
Green Occupation : No
Green Skill : NoTrade : No
Specializations : Bridge Controller, Real Time Administrator, Real Time Analyst, Real Time Monitor, Real Time Tracker, Resource Controller

422204 - Contact Centre Resource Planner
Description : Develops human resource plans and schedules to meet customer service and employee wellbeing requirements.
Green Occupation : No
Green Skill : NoTrade : No
Specializations : Contact Centre Shift Scheduler, Contact Centre Workforce Management Planner, Contact Centre Workforce Planner, Contact Centre Workforce Scheduler

422205 - Contact Centre Forecast Analyst
Description : Projects future workload and capacity requirements for defined forecast horizons in order to meet customer service, financial and employee wellbeing objectives.
Green Occupation : No
Green Skill : NoTrade : No
Specializations : Contact Centre Forecaster

422206 - Call or Contact Centre Agent
Description : Conducts inbound and/or outbound calls, responds to, or communicates with customers on a variety of products or services.
Green Occupation : No
Green Skill : NoTrade : No

Additional Notes: 

NOTE: This Unit group only includes those workers who respond to requests for information and/or handle straightforward transactions. Those who provide specialised services, such as travel consultants, are classified in the relevant specialized group whether or not they are located in customer contact centres.

International Careers(ISCO): 
Source Of Info: 

Source : Organising Framework for Occupations (OFO) 2013, Department of Higher Education and Training, Republic of South Africa