Call Centre & Customer Service

Customer Service Representative

Customer service representatives deal with customers' enquiries, orders and complaints, and provide information about products and services.

  • Entry-level education

    Junior secondary school certificate or equivalent

  • Job outlook

    1 2 3 4 5

What does a Customer Service Representative do?

Customer service representatives deal with customers' enquiries, orders and complaints, and provide information about products and services.

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Work activities

As a customer service representative, you would:

  • give information about products or services to customers
  • update account details, process orders and handle basic complaints
  • update customers records noting all communication between you
  • check to ensure that appropriate changes were made to resolve customers' problems
  • deal with billing issues that may arise
  • refer any unresolved customer issues or complaints to customer service managers.
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Key skills and interests

To become a customer service representative, you would need:

  • excellent communication skills
  • a pleasant and helpful manner
  • a strong customer service orientation
  • good team work skills
  • the ability to multi-task.
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Working hours and conditions

Working Hours

In a full-time job you would usually work a standard number of hours per week. Many customer service representatives work weekends and evening shifts. Part-time work is often available.

Conditions

You may be based in an office, on site in a retail outlet or warehouse, or in a call centre. In an office or call centre, much of your time will be spent using a computer and telephone headset. In a retail setting, you may be required to wear a uniform

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How to become an Customer Service Representative?

Entry Level Education

You can work as a customer service representative without formal qualifications. You would get some informal training on the job.

Your employment prospects may be improved if you have a VET qualification or relevant degree for the organisation's industry.

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Job outlook

  • 1 2 3 4 5

Employment of customer service representatives is projected to grow about as fast as the average for all occupations.

Employment growth of customer service representatives will be driven by growth of those industries, as well as consumers’ demand for products and services that require customer support. Some companies will continue to use in-house, rather than outsourced, service centres to differentiate themselves from competitors, particularly for inquiries that are more complex, such as refunding accounts or confirming insurance coverage.

However, some companies are increasingly using Internet self-service or interactive voice-response systems that enable customers to resolve simple problems, such as changing addresses or reviewing account billing, without speaking to a customer service representative.

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Devices

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