6552 Other customer and information services representatives

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Lead statement

This unit group includes customer and information services representatives who answer enquiries and provide information regarding an establishment's goods, services and policies and who provide customer services such as receiving payments and processing requests for services. They are employed by retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.

Example Titles

  • accounts information clerk
  • bus information clerk
  • complaints clerk – customer service
  • contact centre agent – customer service
  • courtesy desk clerk
  • customer service representative – call centre
  • enquiries clerk
  • information clerk – customer service
  • lost-and-found clerk
  • order desk agent
  • public relations clerk
  • tourist information clerk

Main duties

The following is a summary of main duties for some occupations in this unit group:

  • Customer service representatives in retail establishments answer, in person or on the phone, enquiries from customers and investigate complaints regarding the establishment's goods, services and policies; arrange for refunds, exchange and credit for returned merchandise; receive account payments; and receive credit and employment applications.
  • Contact centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.
  • Customer service representatives in insurance, telephone, utility and similar companies explain the type and cost of services offered; order services; provide information about claims or accounts; update accounts; initiate billing and process claim payments; and receive payment for services.
  • Information services representatives provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.

Employment requirements

  • Completion of secondary school is usually required.
  • Completion of some college or other post-secondary programs may be required.
  • Clerical or sales experience may be required.

Additional information

  • Progression to supervisory positions is possible with experience.