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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
4
Clerical Support Workers
Sub-Major Group
42
Customer Services Clerks
Minor Group
422
Client Information Workers
Unit Group
4225
Enquiry Clerks
Minor Unit Group
MASCO Code
4225-01
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Information Clerk provides information and assistance to customers, clients, or the public through various channels such as telephone, email, or in person. They respond to enquiries about services, products, procedures, and policies, maintain records and databases of enquiries or transactions, and direct individuals to the appropriate departments or services. They may also record and refer customer complaints or service issues to relevant personnel for further action, supporting effective communication and service delivery within the organisation.
Tasks
Handle incoming enquiries and complaints via phone, email, or in person.
Provide accurate information on services, products, procedures, policies, facilities, locations, and charges.
Record and update enquiries, complaints, and service requests in the relevant system.
Refer complaints or service issues to the appropriate department or personnel for further action.
Direct customers or members of the public to the appropriate department, officer, or service point.
Maintain and update records, databases, logs, and related documentation of enquiries or transactions.
Follow up on referred enquiries or complaints to ensure timely response or status updates.
Coordinate with relevant departments to support effective communication and service delivery.
Prepare simple reports or summaries on enquiries, complaints, or service requests as required.
Skills
Basic
Active listening and interpersonal skills when dealing with enquiries or complaints.
Attention to detail and accuracy in handling information and records.
Basic computer proficiency, including data entry and use of office software.
Effective verbal and written communication skills, including multilingual capability.
Organisational and time management skills to manage tasks efficiently.
Specific
Knowledge of established administrative and information service procedures.
Knowledge of handling confidential information in accordance with established procedures.
Knowledge of maintaining and updating records, databases, and enquiry logs.
Knowledge of the organisation’s products, services, procedures, and policies.
Proficiency in accurate record keeping and data entry.
Proficiency in customer relationship management (CRM) systems.
Proficiency in Microsoft Office and office software for clerical and information service tasks.
Additional Info
QUALIFICATION
Sijil Pelajaran Malaysia (SPM) or Equivalent
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