|
 |
Customer Service, Information and Related Clerks (NOC 1453)DescriptionThis unit group includes clerks 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, call centres, insurance, telephone and utility companies and by other establishments throughout the private and public sectors. Example Titles
Classified Elsewhere
DutiesCustomer service, information and related clerks perform some or all of the following duties:
SkillsCustomer service and information clerks need the following skills and abilities:
Employment Requirements
Terms & ConditionsCustomer service, information and related clerks commonly work in an office environment. Their work involves direct contact with the public for prolonged periods of time. Call centre staff may work shifts, evenings and weekends because many customer service centres are open 24 hours, seven days per week, particularly in the transportation industry. Most customer service, information and related clerks work full-time (78%). Self-employment in this occupation is rare (1%). Earnings$21,500 per annum - starting $33,600 per annum - average $50,000 per annum - high Earnings are reviewed annually or more frequently if new information becomes available. Education / Training
Career PathsCustomer service and information clerk positions are often an entry position in the workplace. New employees learn through on-the-job training. As individuals gain experience and knowledge of the workplace and activities, progression to positions with more responsibility such as accounting clerk, secretary, or other office or sales positions may be possible. OutlookEmployment prospects are expected to be good in the period 2010 to 2014, due to the size of the occupational group and the openings resulting from turnover. Employment in Manitoba in 2010 is estimated at 7,265. Customer service and information clerks provide in person or telephone services in a broad range of private companies (especially retail) and government organizations. However, the majority of this group work providing telephone services in customer call centres. These companies recruit actively on a regular basis. Manitoba has been successful in attracting call centres to provide customer service for companies located elsewhere in Canada and the United States. The Province's bilingual workforce, central time zone, and relatively low operating costs are competitive advantages that favour Manitoba as an attractive North America location. Employment growth is not expected over the forecast period as many companies have scaled back their operations which reduced their customer service delivery requirements. In response to the economic slow down, some call centres have closed or downsized and some of the customer support work has been outsourced to the Philippines, Mexico, or India where wages are lower. In the future, improved information services delivered via Internet will decrease the demand for "in person" and telephone services. It is very likely that e-mail inquiries will be added to the current telephone workload, requiring additional skills in written communication. This occupation may offer good prospects for students because of the flexible and part time work hours that are available and because students usually have the communications skills required. A proportionally larger number of jobs are located in Winnipeg. Across industries, employment is concentrated in Administrative and Support Services (28%), Retail Trade (11%), Information and Cultural Industries (10%), Wholesale Trade (9%) and Public Administration (8%). Employment by Age Group
Employment by Industry
Employment by Region
Employment by Gender
Employment by Aboriginal Self-Identification
Employment by Visible Minority
Please Note - The source for above charts is the 2006 Census. Professional Associations, Unions, and Regulatory Bodies...
|
