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Customer Service, Information and Related Clerks (1453)

Occupation targeted under the Workplace Apprenticeship Program

Please note that detailed information for each of the occupations under the Workplace Apprenticeship Program is only available in French.

Among the occupations currently in highest demand in All of Québec

Occupation with high worker turnover

The English text is currently unavailable. Please refer to the French text below.

Qualification and skills most often required

Le diplôme d’études secondaires (DES) ou le diplôme d’études professionnelles (DEP) en vente-conseil ou, dans certains cas, l’attestation d’études collégiales (AEC) d’agentes et agents de centres d’appels sont exigés. Une formation liée au secteur d’activité du commerce ou une formation en centre d’appels constituent également des atouts. La polyvalence, des habiletés en communication ainsi que des aptitudes pour la vente, le marketing, le service à la clientèle et le soutien aux usagers sont des qualités recherchées. Une connaissance des techniques de télémarketing et des outils informatiques (ex. : suite Office, AS/400, Internet, Reynolds, ADP, MAPInfo, etc.) est recherchée par les employeurs. Une expérience pertinente dans le domaine du service à la clientèle, des centres d’appels ou de la vente peut être requise. Le bilinguisme est habituellement exigé.

Reason for labor demand

La concurrence accrue dans le secteur de la vente et des services oblige les entreprises à miser davantage sur la prospection, le télémarketing et la qualité du service à la clientèle pour se démarquer et ainsi augmenter leur part de marché, ce qui entraîne une forte demande dans cette profession. Des centres d’appels et de service à la clientèle se développent dans plusieurs secteurs : les hautes technologies, les services financiers, les assurances, les télécommunications ainsi que divers commerces axés sur le service (concessionnaires automobiles, commerce de détail, hébergement, restauration, villégiature, etc.). Les conditions de travail à temps partiel, les horaires (jour, soir et fin de semaine) ainsi que la rémunération peu élevée engendrent un roulement de la main-d’œuvre, ce qui augmente les possibilités d’emploi.

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Job titles

  • accounts information clerk
  • accounts information service clerk
  • adjustment clerk
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Nature of work

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.

Fields of interest

  • Working in an office
  • Writing, working in communications and information

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.

Main characteristics of the occupation

These headings are provided for the following occupation(s) :

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.

Skill type

  • Business, finance and administration

Skill level

  • Intermediate

More information

  • * Progression to supervisory positions is possible with experience.

Job titles - Classified elsewhere