Careers rarely develop the way we plan them. Our career path often takes many twists and turns, with particular events, choices and people influencing our direction.

We asked Mary Ita Heffernan from Health Service Executive to give some advice for people considering this job:

Mary Ita Heffernan

Social Worker

Health Service Executive

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Mary Ita Heffernan

Whilst in secondary school, I changed my mind many a time regarding the career path I wanted to pursue! I always knew that I wanted to work with people but was unsure about the profession which would most suit my interests and skills in this regard.

While in school, I definitely found that being unsure about the type or area of work you want to pursue is a very difficult and confusing position to be in, especially given the array of career choices now available and the pressure one feels in trying to make one’s mind up.

To this end, I would strongly advise anybody in this position to research courses and job descriptions well in order to make the most informed decision possible at that time in your life. 

I recommend one tries to gain as much work experience as possible as it will provide you with valuable insight into your skills, ability, likes/dislikes for certain areas of employment!!!!

Also I would research the courses and job areas as much as possible so that you can make an informed decision regarding your choices. If you can't gain enough information in school, contact the college directly or arrange to talk to somebody who facilitates the course. In particular, it would be really valuable to talk to somebody in the profession to gain a realistic and practical insight into the job.

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Investigative
The Investigative person will usually find a particular area of science to be of interest. They are inclined toward intellectual and analytical activities and enjoy observation and theory. They may prefer thought to action, and enjoy the challenge of solving problems with clever technology. They will often follow the latest developments in their chosen field, and prefer mentally stimulating environments.
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Occupation Details

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Customer Service Representative

Job Zone

Education
Most occupations in this zone require job specific training (vocational training) related to the occupation (NFQ Levels 5 and 6 or higher), related on-the-job experience, or a relevant professional award.

Related Experience
Previous work-related skills, knowledge, or experience is required for these occupations. For example, several years of full or part-time employment in the area may suffice.

Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognised apprenticeship or training program may be associated with these occupations.

Job Zone Examples
These occupations usually involve using communication and organisational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include restaurant managers, electricians, agricultural technicians, legal secretaries, hairdressers, and web developers.

€28k > 90
Call Centre Manager
Salary Range
(thousands per year)*
€28 - 90
Related Information:
Data Source(s):
CPL

Last Updated: March, 2017

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Shortage Indicator

EGFSN Report (July 2014) shows demand for Multilingual customer support (Nordic languages, German and French) for various sectors (e.g. ICT sector, on-line commerce etc.)

7%
Occupational Category

Customer Service Occupations

Also included in this category:

Customer service occupations

Number Employed:

21,500

Part time workers: 20%
Aged over 55: 11%
Male / Female: 37 / 63%
Non-Nationals: 18%
With Third Level: 54%
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At a Glance... header image

Responsible for dealing with customer queries and complaints, and ensuring fare trading between a customer and a company.


Videos & Interviews header image

1Total Records:1

Breda Wright
Customer Care Manager
Breda Wright is a Customer Care Manager with McDonald's Ireland working in a restaurant in Waterford.  She went back to work in McDonald's having stayed at home to rear her family.  She recently won a very prestigious City and Guilds award, one of only 4 awarded in the country.
Go to Interview

Follow the links below to watch videos related to this occupation:

Note: you will be leaving the CareersPortal Site

Go..Customer Advisor - from: Careersbox [UK] Video
Go..Customer Service Apprentice - from: iCould [UK] Video
Go..Customer Service Co-ordinator - from: icould [UK] Video
Go..Customer Services - from: icould [UK] Video
Go..Customer Services Representative - from: icould [UK] Video

Go..Search YouTube for Customer Service Representative videos

Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

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Check to ensure that appropriate changes were made to resolve customers' problems.

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Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

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Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

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Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

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Refer unresolved customer grievances to designated departments for further investigation.

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Determine charges for services requested, collect deposits or payments, or arrange for billing.

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Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

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Solicit sales of new or additional services or products.

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Order tests that could determine the causes of product malfunctions.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

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Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.

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Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work.

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Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.

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Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

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Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.

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Identifying Objects, Actions, and Events: Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

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Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

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Computers and Electronics: Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

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Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Speaking: Talking to others to convey information effectively.

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Service Orientation: Actively looking for ways to help people.

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Reading Comprehension: Understanding written sentences and paragraphs in work related documents.

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Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

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Persuasion: Persuading others to change their minds or behavior.

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Coordination: Adjusting actions in relation to others' actions.

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Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.

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Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Further Informationheader image

A detailed description of this occupation can be found on a number of online databases. Follow the link(s) below to access this information:

Note: you will be leaving the CareersPortal Site

Go..Counter Service Assistant - from: N.C.S. [UK]
Go..Customer Service Assistant - from: N.C.S. [UK]
Go..Customer Service Assistant - from: N.C.S. [UK]
Go..Customer Services Manager - from: N.C.S. [UK]
Go..Helpdesk Professional - from: N.C.S. [UK]

Related Occupationsheader image

Job Search


Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Sales, Retail & Purchasing
Banking, Insurance & Financial Services
Tourism & Hospitality

Search for Related Courses from Qualifax - the National Learners Database

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Higher Ed & CAO Course suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.
Courses found: 7


Further Ed & PLC Course Suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.

Courses found: 22