company policies
The set of rules that govern the activity of a company.
Office clerks are responsible for performing clerical and administrative duties in an office setting and support of business operations within a department. They assist all the administrative staff, secretaries, and assistants by sorting mail, filing forms and documents, answering phones, greeting clients and scheduling meetings.
Competences and skills
48 ESCO relationsEssential knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesinformation confidentiality
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
digital
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 24 competences
Occupation specific
1 competenceroute correspondence to business departments
Classify incoming correspondence, select priority mails and packages, and distribute them in the different departments of the company.
Sector-specific
3 competencesfacilitate access to information
Prepare documents for archiving; ensure that the information can easily be accessed at all times.
file documents
Create a filing system. Write a document catalogue. Label documents etc.
digital
handle mail
Handle mail considering data protection issues, health and safety requirements, and specifications of different kinds of mail.
Cross-sector
20 competencesalign content with form
Align form and content to make sure they fit together.
apply grammar and spelling rules
Apply the rules of spelling and grammar and ensure consistency throughout texts.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
deliver correspondence
Distribute mail correspondence, newspapers, packages and private messages to customers.
disseminate internal communications
Disseminate internal communications using the different communication channels that a company has at its disposal.
disseminate messages to people
Receive, process, and pass messages to people coming from phone calls, faxes, postal, and emails.
fill out forms
Fill out forms of a different nature with accurate information, legible calligraphy, and within a timely manner.
handle delivered packages
Administer delivered packages and ensure that they reach their destination on time.
maintain correspondence records
Sort correspondence and attach previous records or files of correspondence with incoming mails.
manage digital documents
Manage various data formats and files by naming, publishing, transforming and sharing files and documents and transforming file formats.
digital
organise business documents
Put together documents coming from the photocopier, the mail, or the daily operations of businesses.
organise facilities for office personnel
Manage the booking schedule for conferences and meetings of internal or external nature. Shop around and book reservations for travelling or hosting for office personnel.
perform office routine activities
Program, prepare, and perform activities required to be performed everyday in offices such as mailing, receiving supplies, updating managers and employees, and keeping operations running smoothly.
prepare correspondence for customers
Draught, prepare and issue correspondence to customers informing about pending bills, merchandising communication, apology letters, or greeting mails.
process commissioned instructions
Process instructions, usually oral ones, provided by managers and directives on actions required to be made. Take note, inquire, and take action on the commissioned requests.
process data
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
digital
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
use office systems
Make appropriate and timely use of office systems used in business facilities depending on the aim, whether for the collection of messages, client information storage, or agenda scheduling. It includes administration of systems such as customer relationship management, vendor management, storage, and voicemail systems.
use spreadsheets software
Use software tools to create and edit tabular data to carry out mathematical calculations, organise data and information, create diagrams based on data and to retrieve them.
digital
Optional knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
3 competencesaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
document sharing procedures
The internal procedures concerning the circulation of documents in large organisations.
transcription methods
The methods to quickly transcribe spoken language into text, such as stenography.
Optional skills and competences 19 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
5 competencescommunicate with customer service department
Communicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.
issue sales invoices
Prepare the invoice of goods sold or services provided, containing individual prices, the total charge, and the terms. Complete order processing for orders received via telephone, fax and internet and calculate the customer’s final bill.
manage digital archives
Create and maintain computer archives and databases, incorporating latest developments in electronic information storage technology.
digital
respect data protection principles
Ensure that access to personal or institutional data conforms to the legal and ethical framework governing such access.
serve beverages
Provide a variety of alcoholic and non-alcoholic beverages such as soft drinks, mineral waters, wine and bottled beer over a counter or using a tray.
- Scope note
- Does not include drinks which take a more involved preparation, such as specialised coffee, other hot drinks, mixed drinks, and beers served in a glass.
Cross-sector
14 competencesdigitise documents
Load analog documents by converting them into a digital format, using specialised hardware and software.
digital
draft corporate emails
Prepare, compile, and write mails with the adequate information and an appropriate language to make internal or external communications.
digital
ensure proper document management
Guarantee that the tracking and recording standards and rules for document management are followed, such as ensuring that changes are identified, that documents remain readable and that obsoleted documents are not used.
keep records of customer interaction
Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.
maintain internal communication systems
Maintain an effective internal communication system among employees and department managers.
maintain inventory of office supplies
Keep inventory of office supplies such as equipment and stationery items to avoid out of stock or misuse of the supplies.
monitor staff absences
Keep an overview of the employees's vacations, sick leaves and absences, register these in the agenda and file the necessary documents and certificates.
perform cleaning duties
Perform cleaning duties such as waste removal, vacuuming, emptying bins, and general cleaning of the working area. Cleaning activities should follow health and safety regulations if required.
process customer orders
Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.
translate keywords into full texts
Draft e-mails, letters and other written documents on the basis of keywords or key concepts outlining the content. Choose the appropriate format and language style according to the type of document.
use free typing techniques
Know, use and write documents, texts and content in general without looking at the keyboard. Use techniques to write documents in such fashion.
digital
use microsoft office
Use the standard programs contained in Microsoft Office. Create a document and do basic formatting, insert page breaks, create headers or footers, and insert graphics, create automatically generated tables of contents and merge form letters from a database of addresses. Create auto-calculating spreadsheets, create images, and sort and filter data tables.
digital
use personal organization software
Use software tools, such as calendars, to-do lists, time-tracking, contact lists, to help in managing personal efficiency.
digital
use software for data preservation
Utilise specialised applications and software to collect and preserve digital information.
digital