Specialist, viewer hotline

Contact centre information clerks provide advice and information to customers, respond to enquiries about a company's or organisation's goods, services and policies, and process financial transactions using the telephone or electronic communication media, including e-mail. These clerks are located in premises that may be remote from the customers or from the organisations or businesses for which they provide information.

• handling incoming calls and messages from customers, answering enquiries and taking service calls and complaints;
• determining requirements and entering events into a computer system;
• referring tasks to other units where necessary;
• invoicing or withholding payments where necessary;
• sending letters, information brochures and other documents to customers;
• advising customers on additional products or services.
• Examples of occupations in this unit group:
• Operator, contact centre
• Information clerk, passenger services