How to become a Call or Contact Centre Operator
Answers customer telephone, internet and email enquiries about goods and services, and promotes the goods and services.
Main tasks
- Answers incoming calls, emails and messages, and assists customers with their specific enquiries
- Provides step-by-step guidance or instructions using established manuals and guides to help customers navigate through issues
- Identifies and escalates complex or unresolved issues to appropriate departments or supervisors
- Records and updates customer information, enquiries and interactions in the company's database
- Provides additional information about the goods and services on offer to create further interest
- Arranges the dispatch of goods, information kits and brochures to customers and interested parties
Ways in
- TAFE and VET: Certificate II in Rail Customer Service (TLI22321); Certificate III in Rail Customer Service (TLI33122); Certificate III in Retail (SIR30216)
Pay · Outlook · AI and this job
- Typical full-time pay: $73,528 a year
- About 32,200 people work in this job group now, and about 34,900 are projected by 2035. (+8.3%)
- Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.
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Questions people ask
How do I become a Call or Contact Centre Operator?
Ways in include: Certificate II in Rail Customer Service; Certificate III in Rail Customer Service.
How much does a Call or Contact Centre Operator earn in Australia?
Median full-time pay is $73,528 a year (Jobs and Skills Australia).
Is a Call or Contact Centre Operator a growing career in Australia?
Yes. Employment is projected to grow 8% by 2035, from about 32,200 to about 34,900 people (Jobs and Skills Australia).
Do you need a degree to become a Call or Contact Centre Operator?
Usually not. Only 22% of people in this job hold a bachelor's degree or higher. Ways in include: Certificate II in Rail Customer Service; Certificate III in Rail Customer Service.
Will AI change the work of a Call or Contact Centre Operator?
Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.
Sources
- Jobs and Skills Australia: Occupation data (ANZSCO), from ABS Labour Force and Census (February 2026), CC BY 4.0, retrieved 2026-10-04
- Jobs and Skills Australia: Generative AI Capacity Study, interactive table data (September 2025), CC BY 4.0, retrieved 2026-10-04
- Jobs and Skills Australia: Employment Projections (Victoria University) (May 2025 to May 2035), CC BY 4.0, retrieved 2026-10-04
- Australian Taxation Office: Taxation Statistics, Individuals Table 15A (2023-24), CC BY 2.5 AU, retrieved 2026-10-04
Updated 2026-10-04