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Elements and Performance Criteria

1. Locate and interpret information for a customer inquiry
   • Log on to enterprise information system efficiently
   • Analyse customer inquiry and plan to obtain the required information
   • Identify sources of information within enterprise system
   • Locate appropriate system screens efficiently
   • Use appropriate codes to locate information
   • Access information from other sources as necessary.
   • Interpret information obtained to meet customer requirements
   • Follow enterprise procedures to satisfy customer inquiry
   • Observe legislation, codes, regulations and standards throughout transaction
2. Record information for a customer transaction
   • Access appropriate screen to initiate a transaction
   • Enter all relevant information required for the transaction
   • Enter appropriate commands to complete the transaction
   • Information and commands are entered efficiently and accurately
   • Check transactions for accuracy/errors before release
   • Observe legislation, codes, regulations and standards throughout transaction
3. Use help systems
   • Identify sources of help for information systems problems or issues
   • The identified source/s of help are accessed to resolve problems/issues.

Required Skills

Not applicable

Evidence Required

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features

Critical evidence

Assessment candidates should produce evidence of the following

Use of various screens within business systems

Efficient and effective navigation through information systems

Use of standard operating procedures

Accurate use of codes used to locate data

Accurate entering of information onto the system

Checks to ensure information is captured in accordance with laid down procedures

Help files are accessed when required

Skills and knowledge

Computer Keyboard Usage

Computer Literacy

Problem Solving Processes

Enterprise Policies Procedures and Guideline

Enterprise Information Systems and Operating Platforms

Operational Environment Customer Base Company Products and Services

Operational Systems and Technology

Workplace Ergonomics

Assessment location and resources

Assessment will occur in an operational customer contact centre using customer contact technologies and information technology or a simulated contact centre with similar features

Critical evidence

Assessment candidates should produce evidence of the following

Use of various screens within business systems

Efficient and effective navigation through information systems

Use of standard operating procedures

Accurate use of codes used to locate data

Accurate entering of information onto the system

Checks to ensure information is captured in accordance with laid down procedures

Help files are accessed when required

Skills and knowledge

Computer Keyboard Usage

Computer Literacy

Problem Solving Processes

Enterprise Policies Procedures and Guideline

Enterprise Information Systems and Operating Platforms

Operational Environment Customer Base Company Products and Services

Operational Systems and Technology

Workplace Ergonomics

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Range Statement

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Information systems

Are unique to the enterprise and generally based on a spreadsheet or database application.

Customer

A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.

Information

Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.

Transaction

A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.

Other sources

additional information systems

reference manuals

colleagues.

Sources of help

system helpdesks

system operation units

reference materials

colleagues

supervisor

coaches.

Relevant legislation, codes, regulations and standardsinclude:

Privacy Act

Trade Practices Act

Telecommunications Act

Occupational Health and Safety legislation

Freedom of Information

The following statements cover a wide range of circumstances. Assessment of candidates should be within the range that applies to the candidate's particular role or workplace.

Information systems

Are unique to the enterprise and generally based on a spreadsheet or database application.

Customer

A user, purchaser, or beneficiary of a service, product, or process and may be internal or external to the organisation and may include colleagues.

Information

Specific details requested by a customer or others, and details required from core business systems or other sources in order to complete a transaction or process.

Transaction

A sequence of interactions in enterprise business systems performed by the staff member in satisfying the customer's needs.

Other sources

additional information systems

reference manuals

colleagues.

Sources of help

system helpdesks

system operation units

reference materials

colleagues

supervisor

coaches.

Relevant legislation, codes, regulations and standardsinclude:

Privacy Act

Trade Practices Act

Telecommunications Act

Occupational Health and Safety legislation

Freedom of Information

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