How to become a contact centre information clerk

Official title: Contact centre information clerks

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided.

Main tasks

• Dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints
• Identifying requirements and entering events into a computer system
• Dispatching tasks to other units, when relevant
• Invoicing or handling payments, where necessary
• Sending letters, information sheets and other documents to clients
• Advising clients of additional products or services

Pay · Outlook · AI and this job

• Median pay: HK$19,600 a month
• About 455,200 people in 2025, and about 412,000 projected by 2028. (-9.5%)
• Generative AI could change many tasks in this job, which usually reshapes the work more than it replaces it, by the ILO's global estimate.

Related jobs

• Telephone switchboard operators
• Travel consultants and clerks
• Receptionists (general)
• Survey and market research interviewers
• Client information workers not elsewhere classified
• Enquiry clerks

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Questions people ask

Do you need a degree to become a contact centre information clerk?

Not always. 25% of people in this job hold a bachelor's degree or higher.

Will AI change the work of a contact centre information clerk?

Generative AI could change many tasks in this job, which usually reshapes the work more than it replaces it, by the ILO's global estimate.

Sources

• Census and Statistics Department (2021 Population Census): 2021 Population Census, Interactive Data Dissemination Service: working population by occupation (38 groups) and sex, age, education, income; median income and field of education (9 groups) (2021 Population Census), retrieved 4 October 2026
• Census and Statistics Department (General Household Survey): Median monthly employment earnings by occupation (9 groups), excluding foreign domestic helpers (Table 210-06317A); employed persons by occupation, age and sex (210-06307A) and by industry (210-06308A) (2025 annual (series to 2026-07)), retrieved 4 October 2026
• Census and Statistics Department (Annual Earnings and Hours Survey): Monthly and hourly wage percentiles by occupational group (5 groups) (Tables 220-23014, 220-23024, 220-23003) (2025 (May to June 2025), released 2026-03-23), retrieved 4 October 2026
• Labour and Welfare Bureau; tables published by C&SD: Mid-term Update of Manpower Projection to 2028: supplementary statistical tables (5 occupation groups, 17 selected industries) (2025 to 2028 (published 2026-09)), retrieved 4 October 2026
• International Labour Organization, Generative AI and Jobs: A Refined Global Index of Occupational Exposure (ILO Working Paper 140, Gmyrek et al.) (ILO Working Paper 140, May 2025, Annex Table A1), CC BY 4.0, retrieved 4 October 2026

Updated 4 October 2026