Working in Canada

Unit Group

1453 Customer Service, Information and Related Clerks

This 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 other establishments throughout the private and public sectors.

Example Titles

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

View all titles

Main duties

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

  • Customer service clerks 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.
  • Call 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 clerks 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 clerks 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.

Classified elsewhere

  • Correspondence, Publication and Related Clerks (1452)
  • Customer service representatives in banks and other financial institutions (in 1433 Customer Service Representatives – Financial Services )
  • General ticket and information agents (in 6433 Airline Sales and Service Agents )
  • Receptionists and Switchboard Operators (1414)
  • Retail Salespersons and Sales Clerks (6421)
  • Supervisors, Library, Correspondence and Related Information Clerks (1213)
  • Ticket and information clerks (except airline) (in 6434 Ticket Agents, Cargo Service Representatives and Related Clerks (Except Airline) )

 

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