Contract Call Centres Award 2010 - Business SA

(iv) QualificationsContract Call Centres Award 2010 (MA000023)An employee who holds a Certificate II in Telecommunications(Customer Contact) or equivalent would be classified at this level whenemployed to perform the functions in the role definition and taking intoaccount the indicative tasks.(c) Customer Contact Officer Level 2(i)Role definitionA Customer Contact Officer Level 2 is employed to perform a definedrange of skilled operations, usually within a range of broader relatedactivities involving known routines, methods and procedures, wheresome discretion and judgment is required in the selection of equipment,services or contingency measures and within known time constraints.Such a person will:• receive calls;• use common call centre telephone and computer technology;• enter and retrieve data;• work in a team; and• manage their own work under guidance.(ii)An employee at this level performs a number of functions within acustomer contact operation requiring a diversity of competenciesincluding:• provide multiple specialised services to customers such as complexsales and service advice for a range of products or services, difficultcomplaint and fault inquiries, deployment of service staff;• use multiple technologies such as telephony, internet services and faceto-facecontact; and• provide a limited amount of leadership to less experienced employees.(iii) Indicative tasksAn employee at this level would normally perform the followingindicative tasks:• follow occupational health and safety policy and procedures;• communicate in a customer contact centre;• work in a customer contact centre environment;• respond to inbound customer contact;• conduct outbound customer contact;• use basic computer technology;MA000023 This award does not come into force until 1 January 2010 39