Page 326 - JobsPlus - Occupational Handbook

Contact Centre Information Clerk (Customer Care)
Occupation Code: 4222
Alternative titles: Call Centre Clerk, Call Centre Agent, Customer Care Officer, Customer Care Representative
Job description and duties
Contact Centre Information Clerks communicate with clients over the phone, via email, live chat or through social media to provide customer service, conduct research or make sales. A Contact Centre Information Clerk is expected to:
• Answer phone calls, emails, internet chat or social media messages from customers
• Handle customer complaints, queries or payments
• Inform customers on various products and services offered by the organisation
• Provide technical support to customers experiencing difficulties with the organisation’s products or services
• Keep customer records in the organisation’s databases up-to-date
• Train newly recruited staff in internal processes and procedures
Work environment
Contact Centre Information Clerks may be employed by organisations in the public and privatesectorsuchasbanks,telecommunications
companies, gaming companies and other organisations operating in the information and communications technology industry. The work is typically carried out in open plan offices and in premises that may be remote from clients.
Contact Centre Information Clerks may work on a full-time or part-time basis and the work is typically shift based, with many organisations providing 24 hour support to their customers. Overtime may be required in order to meet tight deadlines or during periods of exceptional activity.
Occupation data
Entry level education / special licences / warrants
To work as a Contact Centre Information Clerk, a qualification at MQF Level 3 or higher may be required. Training programmes may include:
• Diploma in Business (MCAST) (MQF Level 3) •Advanced Diploma in Business
Administration (MCAST) (MQF Level 4)
For further details on specific entry requirements, it is advisable to consult the respective educational institution’s website.
Number of employees (2017)
5,281
Share of foreigners (2017)
56%
Job Outlook (2018 - 2022)
+44%
Median Pay (per annum)
€17,400
Jobsplus
326