60 lines
3.2 KiB
Markdown
60 lines
3.2 KiB
Markdown
---
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name: customer-contact-centre-information-clerk
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description: "Occupational skill for the role 'customer contact centre information clerk' (also: customer information center assistant, client services clerk, customer helpdesk clerk, customer contact center information clerk, customer representative, customer contact clerk). Use when the user asks for typical customer contact centre information clerk work such as: Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.; Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.; Check to ensure that appropriate changes were made to resolve customers' problems."
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---
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# Customer Contact Centre Information Clerk
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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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## Core workflow
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1. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
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2. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
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3. Check to ensure that appropriate changes were made to resolve customers' problems.
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4. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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5. Refer unresolved customer grievances to designated departments for further investigation.
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6. Determine charges for services requested, collect deposits or payments, or arrange for billing.
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7. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
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## How to use this skill
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- Read [references/profile.md](references/profile.md) for the occupation profile and scope.
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- Consult [references/tasks.md](references/tasks.md) for the full task and activity inventory.
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- Check [references/skills.md](references/skills.md) for essential vs. optional competences.
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- Check [references/tools.md](references/tools.md) for the software commonly used in this role.
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- See [references/ai-skills.md](references/ai-skills.md) — matched external AI agent skills (per-source attribution).
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## Key competences (essential)
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- answer incoming calls
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- characteristics of products
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- characteristics of services
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- collect customer data
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- communicate by telephone
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- communicate with customers
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- customer insight
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- customer service
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- establish customer rapport
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- guarantee customer satisfaction
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- keep records of customer interaction
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- perform customer management
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- provide customer follow-up
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- use databases
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## Hot technologies
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- Intuit QuickBooks
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- Slack
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- Salesforce software
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- Microsoft Access
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- Oracle Database
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- Yardi software
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- Adobe Acrobat
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- Microsoft SharePoint
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- Microsoft Outlook
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- Oracle PeopleSoft
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---
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*Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/b7b75eb6-34bc-462d-b412-eed393cc1397), O*NET 30.3 (43-4051.00). See manifest.json for licensing/attribution.*
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