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 Nicola O'Higgins from Bord Iascaigh Mhara to give some advice for people considering this job:

 

Nicola O'Higgins

Fishmonger

Bord Iascaigh Mhara

Read more

  Nicola O'Higgins
You need to work with people in the industry as knowledge is everything  - where to buy, who from, when etc. Health and safety courses and a pleasant manner and drive are also important.
Close

Investigative?
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.
Career Interviews
Sector Profiles
School Subjects (LC)
College Courses
Close
Study Skills
Other
Work Experience (School)
CV & Interview Preparation

Occupation Details

logo imagelogo image

Customer Support / Telesales Agent

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 skill, knowledge, or experience is required for these occupations. For example, electricians typically complete four years of training in order to perform the job.

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 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.

€18k > 65
Customer Services Staff - Call Centre
Salary Range
(thousands per year)*
€18 - 65
Related Information:
Customer Service Representative: 18 - 34
Customer Service Team Leader: 24 - 45
Customer Service Manager: 20 - 65
Customer Service Advisor: 19 - 34
Data Source(s):
Sigmar / Brightwater / CPL / Robert Walters / Abrivia / Payscale.com

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

The National Skills Bulletin 2016 reports that shortages of the following sales and customer care skills continue to persist:

  • technical and product/service knowledge (e.g. pharmaceutical, medical devices, Software B2B, SaaS products, etc.)
  • communication skills, cultural awareness and foreign languages (especially German, French and Nordic).

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%
Return to List
Saves this course to your Career File if you are registered.

At a Glance... header image

Manages telephone interactions with customers, using appropriate processes, tools and systems to address the customers needs.


Videos & Interviews header image

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

Note: you will be leaving the CareersPortal Site

Go..Customer Service Engineer - from: icould [UK] Video
Go..Customer Service Engineer - from: icould [UK] Video
Go..Customer Support Apprentice Desk-Based Project Management - from: icould [UK] Video

Go..Search YouTube for Customer Support / Telesales Agent videos

Tasks & Activitiesheader image

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

bullet

Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.

bullet

Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.

bullet

Explain products or services and prices, and answer questions from customers.

bullet

Obtain customer information such as name, address, and payment method, and enter orders into computers.

bullet

Record names, addresses, purchases, and reactions of prospects contacted.

bullet

Adjust sales scripts to better target the needs and interests of specific individuals.

bullet

Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.

bullet

Answer telephone calls from potential customers who have been solicited through advertisements.

bullet

Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.

bullet

Maintain records of contacts, accounts, and orders.

Work Activities header image

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

bullet

Selling or Influencing Others: Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

bullet

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

bullet

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.

bullet

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

bullet

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

bullet

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

bullet

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

bullet

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

bullet

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

bullet

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


Knowledge header image

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

bullet

Sales and Marketing: Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

bullet

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

bullet

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.

bullet

Telecommunications: Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

bullet

Communications and Media: Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.


Skillsheader image

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

bullet

Speaking: Talking to others to convey information effectively.

bullet

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.

bullet

Persuasion: Persuading others to change their minds or behavior.

bullet

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

bullet

Service Orientation: Actively looking for ways to help people.

bullet

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

bullet

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

bullet

Coordination: Adjusting actions in relation to others' actions.

bullet

Negotiation: Bringing others together and trying to reconcile differences.

bullet

Writing: Communicating effectively in writing as appropriate for the needs of the audience.

Related Occupationsheader image

Contactsheader image

bullet

Organisation: Marketing Institute of Ireland (MII)
Address: Marketing House, South County Business Park, Leopardstown, Dublin 18
Tel: (01) 295 2355
Email: Click here
Url Click here

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

Search for Related Courses from Qualifax - the National Learners Database

Go..


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: 20