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 Caroline Austin from Irish Tax Institute to give some advice for people considering this job:

 

Caroline Austin

Associate Tax Lawyer

Irish Tax Institute

Read more

  Caroline Austin
A common misconception about a career in tax is that it is just about numbers, however, tax law has a strong basis in legislation and case law. Therefore, it is really suitable for graduates from a legal background, or for qualified solicitors and barristers.
Close

Administrative?
Administrative 
Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their best operating under supervisors who give clear guidelines, and performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.
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 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 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.

€35k > 90 
Call Centre Manager
Salary Range
(thousands per year)*
€35 - 90 
Related Information:
Data Source(s):
Brightwater / Morgan McKinley

Last Updated: July, 2015

* 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.)

6%
Occupational Category

Customer Service Occupations

Also included in this category:

Customer service occupations

Number Employed:

21,200

Part time workers: 18%
Aged over 55: 11%
Male / Female: 42 / 58%
Non-Nationals: 26%
With Third Level: 46%
Return to List
Saves this course to your Career File if you are registered.

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: 2

Anne Nutley
Contact Centre Agent  

Anne Nutley is a Contact Centre Agent  with the Customer Service Desk in Bank of Ireland 365. The team Anne is part of takes calls for the Great Britain branches, handling all types of branch account queries for both Business and Personal customers. While it is a demanding and challenging role, Anne finds it extremely rewarding being in a position to assist people with their banking queries.

Go to Interview  
 
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  
 

Tasks & Activitiesheader image

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

bullet

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.

bullet

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

bullet

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

bullet

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

bullet

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

bullet

Refer unresolved customer grievances to designated departments for further investigation.

bullet

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

bullet

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

bullet

Solicit sales of new or additional services or products.

bullet

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.

bullet

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

bullet

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

bullet

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

bullet

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

bullet

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

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

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

bullet

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

bullet

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

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.


Knowledge header image

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

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

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

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.

bullet

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

bullet

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.

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

Speaking:   Talking to others to convey information effectively.

bullet

Service Orientation:   Actively looking for ways to help people.

bullet

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

bullet

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

bullet

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

bullet

Persuasion:   Persuading others to change their minds or behavior.

bullet

Coordination:   Adjusting actions in relation to others' actions.

bullet

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

bullet

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

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: 5


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: 45


Sales & Marketing
Crumlin College of Further Education
Auctioneering & Estate Agency
Blackrock Further Education Institute
Retail Studies
Pearse College of Further Education
Fashion Buying & Merchandising
Crumlin College of Further Education
Business & Finance
Whitehall College of Further Education
Pharmacy Assistant / Dispensing Technician
Drogheda Institute of Further Education
Retail Studies
Limerick College of Further Education
Pharmacy Assistant
St. John's Central College
Retail Selling
Cork College of Commerce
Fashion Retail
Galway Technical Institute
Retail Pharmacy & Retail Sales Assistant
Blackrock Further Education Institute
Sales Management
Limerick College of Further Education
Pharmacy Assistant
Limerick College of Further Education
Pharmacy Assistant
Tralee Community College
Retail Management
Tralee Community College
Retail Practice
North Connaught College
Retail Practice
Carlow Institute of Further Education
Retail Selling & Business Development
Whitehall College of Further Education
Retail Practice
Colaiste Mhuire Thurles
Pharmacy Assistant
Monaghan Institute
Fashion Buying & Merchandising
Cavan Institute
Business with Finance or IT Focus
St. Louis Community School
Outdoor Sport & Recreation
Bray Institute of Further Education
Sales & Retail Management - Advanced
Cork College of Commerce
Business Studies
Limerick College of Further Education
Business
Our Lady's Secondary School Belmullet
Pharmacy Assistant
Killester College of Further Education
Pharmacy Assistant
Wexford Vocational College
Retail Practice
Cavan Institute
Retail Sales Assistant
CityNorth College of Further Education
Retail Practice
Monaghan Institute
Retail Practice
Mullingar Community College
Retail Pharmacy & Retail Sales Assistant
Blackrock Further Education Institute
Retail & Administration Assistant
Selskar College
Retail Management & On-Line Marketing
College of Further Education Dundrum
Retail Practice
Enniscorthy Vocational College
Retail Practice
Gairmscoil Mhuire - Athenry Vocational School
Auctioneering, Estate Agency & Valuation
North Connaught College
Retail Sales
Templemichael College
e-Business with Marketing
Abbeyleix Further Education Centre
Banking, Insurance and IT for the Financial Sector
Cavan Institute
Retail Practice
Grange Community College
Digital Marketing
Monaghan Institute
Sales and Customer Service
Rathmines College of Further Education
Retail Practice
Dunboyne College of Further Education